Customer Experience Analyst

Position: Customer Experience Analyst/Quality Assurance
Department: Customer Experience
Overview
Position Summary
The Customer Experience Analyst conducts transaction monitoring of frontline agent's calls, e-mails, chat or any back office work and root cause analysis with the aim of helping Contact Center Operations in driving the consistency of quality assurance and excellent customer experience to maintain client confidence and loyalty. Helps 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 that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact busin...