I worked in a BPO company for more than 5 years. I previously worked as a customer service representative for 3 years taking phone calls, sending emails and doing chats. We mainly assist college students who need assistance in registering for their online classes in the US and other parts of the world. I currently work as a full-time VOC scrubber (Voice of the Customer) / CSAT Analyst for the same company. What I do is listen to each surveyed calls and identify what caused the dissatisfaction of the customer. If the dissatisfaction was caused by the product, we forward it to our clients so they can work on improving the product/service and if it was the agent/support, we forward it to their respective managers so they can coach the agent. I also do some Excel reports regarding the surveys that we received from our customers. Skills: Familiarity with the following: Goal: To meet the client's expectations every time.