Associate Analyst_Contact Center

Innovate in Bengaluru

This position is based at our on-site office in Bengaluru. Lowe's offers an ultramodern work environment, complete with cutting-edge technology, collaborative workspaces, an on-site gym and clinic, and other perks to enhance your work experience. 

About Lowe’s

Lowe’s is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com.

Lowe’s India, the Global Capability Center of Lowe’s Companies Inc., is a hub for driving our technology, business, analytics, and shared services strategy. Based in Bengaluru with over 5000+ associates, it powers innovations across omnichannel retail, AI/ML, enterprise architecture, supply chain, and customer experience. From supporting and launching homegrown solutions to fostering innovation through its Catalyze platform, Lowe’s India plays a pivotal role in transforming home improvement retail while upholding strong commitment to social impact and sustainability. For more information, visit Lowes India, www.lowes.co.in.

About Team:

The Contact Center Associate Analyst is primarily responsible for reviewing and analyzing customer experience and performance data to provide internal and external business teams with actionable insights on customer experience trends, gaps, and opportunities for improvement. Responsibilities include accurately reporting on customer feedback, process design, people execution and providing recommendations to develop solutions that improve the overall quality of the customer’s experience when interacting with the Contact Center.

Job Summary:

This role contributes to aspects of complex departmental and cross-departmental projects supporting customer loyalty and satisfaction improvement initiatives. This includes performing contact center analysis on customer feedback to suggesting recommendations that address opportunities, problems, or issues. It also includes working to identify and quantify emerging customer satisfaction trends for quick resolution and overall support of long term and ongoing improvement plans to achieve desired results.

To be successful, the individual in this role must demonstrate a solid understanding of contact center and retail business.

Roles & Responsibilities:

Core Responsibilities:

• Manually reviews non-structured data sources (e.g. call recordings, call transcriptions, associate documentation, customer survey comments, etc.) and categorizes / summarizes the information as part of overall analysis purposes.
• Contributes to aspects of Customer Experience analysis programs—sampling, result reviews and analysis
• Performs operational analysis, data mining, profiling, segmenting, synthesizing, and other strategic analysis to identify emerging trends and solve complex challenges.
• Queries data sets to isolate samples of work to review as part of work activities.
• Provides insights into customer feedback, process design, and associate execution.
• Makes suggestions to improve customer experiences

Years of Experience:

Overall 0- 2 year of Experience

• 1 year of Experience in business intelligence and / or data analysis (in case of fresher, hands on knowledge of data tools liks SQL

Education Qualification & Certifications (optional)

Required Minimum Qualifications:

• Bachelors degree in Business, Analytics, Programming, Operations Research or Related Field

Skill Set Required

Primary Skills (must have)

• Experience working with or hands on knowledge of SQL
• Training / Experience with database querying, pivot tables, macros
• Well versed with Office applications (e.g., Excel, PowerPoint, and Access)
• Excellent writing and oral communication skills
• Able to actively participate in team meetings to including brainstorming sessions, work sessions, etc.
• Excellent problem-solving and time management skills

Secondary Skills (desired)

• NA

Lowe's is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.