01Overview
Group Bayport is a rapidly growing global e-Commerce, B2B2C, B2B and B2C organization and an industry leader in print technology, operates in the United States, Canada, Australia, New Zealand, UK, and India through its family of brands Banner Buzz, Covers & All, Vivyx Printing, Circle One, Giant Media, Neon Earth, Optamark and North cape. From full suites of trade show and small business marketing solutions to sophisticated outdoor living covers, signages and shades to eclectic personal accents and home decor, we help our customers, clients, and partners to make a personalized statement through, customization.
While our advanced technology and customer focus are certainly our salient attributes, our true strength comes from our team of 1800+ people. We are seeking exceptional talent across the board to join us in our exciting growth journey.
Designation
Customer Insight Specialist
Location
Gurgaon
About the Role
We are seeking a Customer Insight Specialist with a robust background in Contact Center Customer Quality and process improvement. The ideal candidate will be responsible for analyzing customer insights, identifying patterns, and driving actionable recommendations that enhance customer satisfaction, reduce friction, and improve overall service delivery. This position is an onsite role based in Gurgaon and requires collaboration with Quality, Customer Service, Product, and Process Excellence teams.
Key Responsibilities
Execute Voice of Customer programs, ensuring continuous collection, classification, and reporting of customer feedback across all touchpoints (calls, chats, emails, surveys, reviews).
Work with stakeholders to categorize VOC inputs using frameworks such as 7Ps (Product, Price, People, Process, Policy, Promotion, Platform) or business specific taxonomies.
Collaborate with Quality teams to triage complaints and feedback into root causes, linking them with quality metrics and customer pain points.
Generate monthly customer insights and detailed reports to highlight top concerns, sentiment trends, and process gaps.
Support CX projects by providing data-driven insights that influence process redesigns, training requirements, or product changes.
Liaise with NPS, ORM, CSAT, and CES survey owners to correlate feedback with performance metrics.
Present findings in review forums, ensuring business leaders are informed and aligned on customer improvement opportunities.
Desired Skills and Qualifications
0-3 years of experience in Contact Center Quality, VOC analytics, or CX Insights roles.
Strong understanding of VOC classification, customer journey mapping, and root cause analysis.
Proficiency in Excel, PowerPoint, and basic data visualization tools (Power BI, Tableau, etc.).
Familiarity with tools such as CRM systems, AI GPTs, and feedback tools is advantageous.
Excellent communication skills to present findings and influence stakeholders.
Highly analytical with attention to detail, ownership mindset, and ability to work cross-functionally.
What We Offer
Opportunity to work on high-impact customer experience projects.
A collaborative and customer-focused team environment.
Clear path for career growth in Customer Experience, Process Excellence, and Insights. .
