Monitoring Expert

Designation: Monitoring Expert

Role Overview:

We are looking for a Monitoring Expert to track, analyze, and report on online content and conversations across digital and social platforms. The ideal candidate will be responsible for real-time monitoring of brand mentions, identifying actionable insights, flagging potential crises, and contributing to reputation management strategies. This role requires a keen understanding of digital platforms, a proactive approach to issue tracking. The role will also include helping with translating data into meaningful reports and recommendations for relevant teams.

Proficiency Required:

The candidate should have hands-on experience with social listening and ORM (Online Reputation Management) tools such as Sprinklr, Brandwatch, Talkwalker, or equivalent. Familiarity with Social CRM platforms and analytics dashboards is essential. Strong analytical skills and a deep understanding of digital trends and sentiment analysis are a must.

Years of Experience: 3+ years

Type: Work from Office

Language Requirement:

Proficiency in Gujarati is essential to effectively monitor and interpret regional content. The candidate must also be fluent in Hindi and English for effective communication, reporting, and coordination with internal teams.

1. Brand Understanding & Alignment:

• Understand brand objectives, voice, and communication goals to accurately assess online content and conversations.
• Maintain alignment with brand tone and messaging while reporting or flagging brand mentions.

2. Monitoring & Escalations:

• Monitor social media platforms (Facebook, Instagram, Twitter/X, YouTube, etc.), blogs, forums, review sites, and other digital channels for brand and related content.
• Track conversations and brand mentions using ORM monitoring and listening tools.
• Identify actionable queries and engage or escalate using Social CRM tools.
• Flag high-risk mentions or trends to relevant internal teams in line with SOPs and crisis protocols.
• Monitor endorsements, reviews, and any content with crisis potential involving the brand.

3. Data Classification & Analysis:

• Classify conversation data (positive, negative, neutral, etc.) to support post-analysis and reporting.
• Analyze sentiment and online data to extract relevant insights tied to product experience, user perception, and brand engagement.
• Stay informed on digital trends, news, and regional developments to better contextualize monitoring output.

4. Reporting:

• Assist in creating daily, weekly, and monthly reports using relevant tools and dashboards.
• Highlight key insights, trends, spikes, or potential opportunities for improving brand reputation or engagement.
• Provide competitor monitoring updates and real-time alerts for strategic evaluation.

5. Time Management:

• Maintain monitoring coverage, escalation response, and resolution timelines as per SLAs.
• Prioritize tasks effectively and ensure timely escalation or action wherever required.

6. Operations:

• Adhere strictly to SOPs for escalation, classification, and reporting.
• Ensure consistency and quality in monitoring outputs.
• Suggest process improvements or tool upgrades to enhance monitoring efficiency and output quality.