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Customer Experience Excellence Specialist
3 weeks ago
The Customer Experience Analyst plays a pivotal role in driving exceptional customer outcomes. This involves conducting thorough transaction monitoring of frontline agents' interactions, identifying areas for improvement, and implementing strategies to enhance the overall quality assurance process.
Key Responsibilities:- Transaction Monitoring - Regularly review and analyze transactions performed by customer service representatives to ensure compliance with internal and external quality standards.
- Reporting - Develop and maintain comprehensive reports on customer experience metrics, providing actionable insights to inform business decisions.
- Targeted Analysis - Review data affecting customer experience metrics, highlighting key areas for improvement and developing recommendations to drive account performance.
- Flagging Behaviors - Investigate customer complaints and non-compliance to customer experience standards, recommending corrective actions and issuing incident reports as necessary.
- Calibrations and Call Listening - Prepare calibration materials, participate in discussions to align with business goals, and build a learning call library.
- New Hire/Nesting Support - Adhere to audit requirements to provide immediate findings to operations and training.
- Experience with transaction monitoring and quality assurance in a contact center or related environment.
- Ability to analyze and interpret data that affects customer experience metrics and recommend improvements.
- Strong reporting skills and familiarity with QA tools and data sources.
- Problem-solving mindset with attention to detail and adherence to company policies.
- Effective communication and collaboration with teams across operations and training.
This role offers opportunities for professional growth, development, and recognition within a dynamic and inclusive work environment.
Others:Please note that additional tasks may be assigned based on business needs and requirements.
