Customer Insights

About Us

At TSA Group, we design and deliver contact centre solutions for some of the world’s leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

Company Description

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Job Responsibilities

The Customer Insights Specialist is responsible for analyzing customer feedback, performance data, and business metrics to identify trends and opportunities for improvement. This role supports customer-centric decision-making by delivering actionable insights, monitoring customer experience initiatives, and collaborating with stakeholders to drive continuous improvement across the business.

Key Responsibilities

• Analyze customer and operational data to identify trends, root causes, and opportunities for improvement.
• Conduct quality evaluations and translate findings into actionable insights.
• Prepare and present customer and business performance reports to stakeholders.
• Monitor customer satisfaction metrics and recommend initiatives to improve the customer experience.
• Support business reviews through data analysis and performance reporting.
• Collaborate with cross-functional teams to implement data-backed recommendations and customer-focused initiatives.

Qualifications

• Previous experience in a Customer Insights, Quality Assurance, Business Analytics, or a related role.
• Telstra background is required.
• Strong analytical and problem-solving skills with the ability to interpret data and identify trends.
• Experience in preparing reports and presenting insights to stakeholders.
• Excellent communication and stakeholder management skills.
• Proficient in Microsoft Excel and other reporting or data visualization tools.
• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.

Additional Information

Want to know more? Check out our social media pages:
 
Website: https://tsagroup.com.au/
Instagram: tsa_group_
LinkedIn: https://www.linkedin.com/company/tsa-group-australia/
 
 

TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.

Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @tsagroup.com.au). Your safety matters. If you receive a suspicious job offer, do not respond and report it to tsatalent@tsagroup.com.au.