Review customer contacts made via phone, email, live chat and social providing insight on the reasons customers are contacting Volkswagen Group, making recommendations on areas of improvements. Produce customer journey maps to identify areas of pain for the customer and areas of opportunity to reduce waste for the client. Reviewing customer feedback via the customer satisfaction surveys, applying text analytics to their comments to identify the areas of dissatisfaction and… Show more Review customer contacts made via phone, email, live chat and social providing insight on the reasons customers are contacting Volkswagen Group, making recommendations on areas of improvements. Produce customer journey maps to identify areas of pain for the customer and areas of opportunity to reduce waste for the client. Reviewing customer feedback via the customer satisfaction surveys, applying text analytics to their comments to identify the areas of dissatisfaction and recommending areas where improvements can be made. Providing monthly insight into the reasons for contact about electric vehicles, providing recommendations on areas of improvement. Testing and challenging the system algorithms that have been used to create the voice analytics call drivers. Providing alternative keywords where the system algorithms are not meeting an 80% accuracy rate. Using the voice analytics dashboards to provide insight into contact reasons and areas where processes can be improved. Show less