Customer Experience Analyst

Position

Customer Experience Analyst/Quality Assurance

Department

Customer Experience

Overview

The Customer Experience Analyst conducts transaction monitoring of frontline agent calls, e‑mails, chat or any back‑office work and performs root‑cause analysis to help Contact Center Operations drive consistent quality assurance and excellent customer experience, maintaining client confidence and loyalty. The analyst also supports the Customer Experience Team Lead in business presentations, mentoring, CSR and CE onboarding activities.

Functional Responsibilities

• Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
• Transaction Monitoring – monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience. Ensures monitoring goals are met and findings impact business needs.
• Reporting –...