SPE-Media Intelligence

Job Summary

Serve as a media intelligence specialist focusing on content management customer voice analysis and customer service performance for a global organization. Interpret media and customer interaction data to generate actionable insights that improve service quality. Collaborate across teams in a rotational shift office environment to enhance customer experiences and operational decisions.

Responsibilities

• Analyze large volumes of customer interactions across media channels to identify recurring themes emerging issues and improvement opportunities that enhance satisfaction and loyalty.
• Manage digital content repositories by organizing tagging and maintaining knowledge articles that enable faster and more accurate responses to customer inquiries.
• Monitor customer feedback and sentiment from multiple sources to translate qualitative input into structured insights that guide service process refinements.
• Create concise insight reports and dashboards that summarize customer voice trends for operations product and quality teams enabling data informed decision making.
• Coordinate closely with customer service teams in rotational shifts to validate findings gather contextual details and ensure that insights reflect real service scenarios.
• Optimize knowledge base content by reviewing usage patterns feedback and resolution outcomes to keep articles current relevant and easy to consume.
• Develop and maintain categorization frameworks and taxonomies for customer issues and media topics that improve the precision of analysis and reporting.
• Collaborate with quality assurance and training functions to convert customer voice insights into improved scripts guidance and service playbooks.
• Utilize media listening and content management tools to track flag and escalate critical issues that may impact brand reputation or operational stability.
• Support root cause analysis for recurring customer pain points by combining media intelligence operational metrics and frontline feedback to propose practical remedies.
• Document repeatable analysis methods templates and checklists that increase consistency and efficiency in media intelligence activities across rotational shifts.
• Partner with product and process owners to prioritize enhancements that are strongly backed by customer evidence and that align with broader business objectives.
• Ensure compliance with information security and data privacy policies when handling customer data media assets and insight reports created in the office environment.
  
  

Qualifications

• Showcase proven experience in content management for service operations by curating updating and structuring knowledge assets that support frontline agents.
• Demonstrate hands on exposure to capturing and interpreting customer voice across channels including surveys calls chats and social or digital media touchpoints.
• Exhibit practical experience in customer service environments with rotational shifts understanding operational metrics and the realities of live customer interactions.
• Apply strong analytical thinking and attention to detail to transform unstructured comments into clear themes and prioritized improvement recommendations.
• Use collaboration skills to work effectively with customer service quality and product stakeholders in a fast paced office based setting.
• Leverage proficiency with common office productivity tools and media or knowledge platforms to build structured reports trackers and content libraries.
• Communicate findings clearly through written summaries and verbal updates that can be easily understood by non technical teams and decision makers.
• Adapt quickly to changing customer expectations and evolving media trends while maintaining a consistent focus on measurable service improvements.
  
  

Certifications Required

Certified Customer Experience Professional or equivalent certification in customer service analytics or content management