SayPro Monthly January SCMR-5 SayPro Quarterly Classified User Support and Help Management by SayPro Classified Office under SayPro Marketing Royalty SCMR
Position Title: SayPro Classified User Support and Help Management
Department: SayPro Classified Office
Reporting To: SayPro Classified Service Director / SayPro Marketing Royalty SCMR
Classification: Full-Time | Support & Strategy
Location: Remote / Onsite (as required)
Effective From: January SCMR-5 Release
Quarterly Oversight: SayPro Quarterly Classified User Support and Help Management
Code: SCMR-CUHM-2025-01
Key Responsibility Area: User Feedback & Improvement
Objective:
To continuously enhance the performance, accessibility, and usability of SayPro Classified platforms by gathering, analyzing, and acting upon user feedback—ensuring high levels of user satisfaction, trust, and retention.
Key Responsibilities and Duties:
1. Feedback Collection (Monthly and Quarterly):
- Design and manage feedback collection processes (e.g., surveys, in-platform prompts, feedback forms) integrated into SayPro Classified services.
- Coordinate and execute Monthly Feedback Collection for January SCMR-5 and ongoing cycles.
- Liaise with the SayPro Marketing Royalty (SCMR) and the Classified Office to ensure consistent branding and message alignment when collecting user data.
2. Data Analysis and Reporting:
- Systematically analyze collected feedback, identifying trends, common complaints, suggestions, and feature requests.
- Prepare detailed Monthly Feedback Analysis Reports and contribute to Quarterly Review Documents for Classified User Support Management.
- Use data visualization tools to communicate findings clearly to internal stakeholders, especially the SayPro Marketing and Product Teams.
3. Improvement Recommendation and Implementation:
- Develop a prioritized list of user-requested improvements and pain point resolutions.
- Collaborate with product managers, developers, and UX teams to translate feedback into actionable system improvements.
- Track the status of suggested improvements and document user experience enhancement progress.
4. Continuous Communication with Users:
- Maintain regular communication loops with users to inform them how their feedback has been considered and implemented.
- Ensure a sense of community and transparency by publishing “You Said, We Did” updates as part of Monthly and Quarterly cycles.
- Facilitate beta testing groups or feedback forums for high-impact changes.
5. Integration with SCMR Strategic Goals:
- Align all user feedback efforts with the SayPro Marketing Royalty’s goals and quality standards, especially those outlined in the SCMR-5 Strategy Document.
- Ensure feedback strategies contribute to the Quarterly KPI reviews and monthly SCMR performance indicators.
Expected Deliverables:
- Monthly Feedback Summary Reports (SCMR-5 Compliant)
- Quarterly User Feedback & Improvement Review Documents
- User Feedback Dashboards (Interactive or PDF-based)
- Improvement Action Plans and Trackers
- “You Said, We Did” Communication Artifacts
- Documentation of resolved vs. unresolved issues with reasons and future timelines
Skills & Qualifications:
- Bachelor’s degree in Marketing, Communication, IT, Customer Experience, or related field
- Minimum 2–3 years in user support, product feedback, or help desk roles (preferably in classified or digital platforms)
- Strong analytical and reporting skills
- Experience in using tools like Google Forms, SurveyMonkey, Typeform, and data analysis dashboards (e.g., Excel, Power BI, or Looker Studio)
- Excellent written and verbal communication skills
- Passion for user advocacy and experience optimization
Performance Metrics:
- User feedback response rates and quality
- Time to resolve or escalate feedback-based issues
- Number of implemented improvements driven by feedback
- Improvement in user satisfaction (e.g., NPS or CSAT scores)
- Contribution to Quarterly SCMR KPIs
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