VoC Analyst - Hybrid (rNPS & Dashboards)

Copeland LP; Quezon City; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Flexible benefits plan

Paid parental leave

Vacation and holiday leave

Job summary

Copeland is seeking a Customer Experience Analyst (Voice of the Customer) to support VoC and NPS cycles. You will execute survey deployment, manage platform operations, and deliver KPI dashboards.

The role emphasizes data quality, issue escalation, and documentation to enable leadership insights and Outer Loop actions. Hybrid work in Metro Manila is available with competitive benefits.

Qualifications

• Execute survey deployment setup in the VoC/NPS platform per approved rules.
• Build emails and surveys following branding and governance standards.
• Maintain platform operations, data quality, and dashboards as required.

Responsibilities

• Run day-to-day VoC platform operations for recurring NPS cycles.
• Triage issues and escalate to VoC Operations Lead or IT when needed.
• Support KPI reporting, trend reviews, and Outer Loop materials.
• Maintain documentation for operating procedures and data rules.

Skills

VoC analytics

NPS knowledge

KPI reporting

Dashboard creation

Data quality monitoring

Survey operations

Platform administration

Issue escalation

Data hygiene

Tools

VoC/NPS platform

Dashboard/tools

Job description

Copeland is seeking a Customer Experience Analyst (Voice of the Customer) to support VoC and NPS cycles. You will execute survey deployment, manage platform operations, and deliver KPI dashboards.

The role emphasizes data quality, issue escalation, and documentation to enable leadership insights and Outer Loop actions. Hybrid work in Metro Manila is available with competitive benefits.