Customer Feedback & Survey Specialist VA
A senior Customer Feedback & Survey Specialist designs and runs your NPS, CSAT and customer surveys, analyses the responses and turns them into clear reports, so leaders know what customers think and what to fix first.
- Top 1% vetted talent
- No lock-in contracts
- Replacement guarantee
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Hourly rates · No lock-in contracts
Description
A Customer Feedback & Survey Specialist VA designs and manages customer surveys, analyses the responses and turns them into practical insights for leadership. They can run NPS, CSAT, CES and post-purchase surveys, build dashboards and identify the issues driving customer sentiment. Outsource Teams provides top 1% vetted talent with customer insight and survey experience, no lock-in contracts and a replacement guarantee.
Responsibilities
- Design and schedule NPS, CSAT, CES and post-purchase surveys in tools such as Qualtrics, SurveyMonkey, Typeform or Delighted.
- Write clear, unbiased survey questions and test them before launch.
- Manage survey distribution by email, SMS, in-app and web with correct timing, sampling and frequency caps.
- Monitor response rates and adjust invitations, reminders and incentives to hit sample targets.
- Analyse quantitative results and code open-text feedback into themes using Excel, Google Sheets or a text analytics tool.
- Close the loop on detractors and urgent complaints by routing them to the right owner within 24 hours.
- Build dashboards in Looker Studio, Power BI or Tableau showing scores, trends and drivers.
- Present monthly voice-of-customer reports with prioritised recommendations to leadership.
- Maintain survey compliance with privacy rules and unsubscribe requirements.
Software & Tools
Requirements
- At least 5 years in customer insight, market research, CX or survey operations.
- Skilled with a survey platform such as Qualtrics, SurveyMonkey, Typeform, Medallia or Delighted.
- Strong data analysis in Excel or Google Sheets, with experience in Power BI, Tableau or Looker Studio for reporting.
- Understanding of survey design principles, sampling and basic statistics.
- Excellent written English for questionnaires and reports that non-specialists can act on.
- Experience running closed-loop feedback processes with front-line teams.
- Reliable high-speed internet and backup power, with core hours overlapping the client's business day.
Frequently Asked Questions
What types of surveys can they run?
They can manage NPS, CSAT, CES and post-purchase surveys across email, SMS, in-app and web channels.
Can they analyse open-text feedback?
Yes. They can categorise written feedback into themes and combine it with quantitative results to identify trends and priorities.
What tools can they use?
They can work with SurveyMonkey, Typeform, Qualtrics, Delighted, Trustpilot and Google Sheets, alongside Power BI, Tableau or Looker Studio.
How experienced are the candidates?
Candidates are expected to have at least five years in customer insight, market research, customer experience or survey operations.
What does it cost?
Rates are listed in USD at $5 per hour for entry-level talent, $7 per hour for intermediate and $9 per hour for senior talent. There are no lock-in contracts.
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