Customer & Operations Analyst

Zurich Services Malaysia Sdn. Bhd.; Subang Jaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

Zurich Services Malaysia Sdn. Bhd. is seeking an analytics-focused professional to leverage data and automation to enhance customer experience and operational performance.

The role emphasizes analytics, gathering business requirements, user testing and workflow automation across internal processes and with third-party providers. Responsibilities include analyzing customer, operational and vendor data to identify trends and root causes, and monitoring KPIs such as TNPS, satisfaction and

Qualifications

• Analytical mindset with ability to analyze customer, operational and vendor data.

Responsibilities

• Analyze customer, operational and vendor data to identify trends, root causes and improvement opportunities.
• Monitor and report customer and operational KPIs (e.g. TNPS, satisfaction, complaints).
• Focus on analytics, business requirements, user testing and workflow automation across internal processes and third-party providers.

Job description

Purpose_

The role uses data and automation to improve customer experience and operational performance. The role focuses on analytics, business requirements, user testing and workflow automation across internal processes and third-party providers._

Key Responsibilities_

Analytics and Insights_

• Analyze customer, operational and vendor data to identify trends, root causes and improvement opportunities.
• Monitor and report customer and operational KPIs (e.g. TNPS, satisfaction, complain...