Customer Experience Analyst

1 week ago

Cubao, National Capital Region, Philippines Private Advertiser Full time ₱900,000 - ₱1,200,000 per year

Position Overview:

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.

Duties & Responsibilities:

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 business need.

Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data. Maintains the files updated for accurate analysis and process improvement / innovation.

Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics. Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.

Flagging behaviours - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance to applicable company policies. Issues Incident Reports to the Team Leaders for red flag CSR behaviours and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.

Calibrations and Call Listening - Prepares in advance to analyze calibration material, and ensures compliance with deadlines. Actively participates during discussions to ensure alignment with business, customer experience data, and coaching methodology catering to internal and external customers. Builds a call library that internal or external customers may use for learning sessions, meetings, etc.

New hire / Nesting support - Complies with specific number of audits established by CE Team Lead to provide immediate findings to Operations and training department.

Others - Performs tasks assigned by the immediate supervisor to accomplish accounts' quality objectives.

Required Experience, Education, Skills & Competencies:

Bachelor's Degree Holder in any field

at least 2 years working experience in a call center and at least 1 year within the quality role with impeccable performance.

Proficiency with MS Office applications (i.e. MS Word, Excel, Powerpoint)

Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision. Multi-tasking skills.

Amenable to work onsite on a night shift schedule

  • Medical Technologist Analyst

    2 weeks ago

    Cubao, National Capital Region, Philippines Star Commander Security Agency, Inc Full time ₱1,076,000 - ₱1,300,000 per year

    PRIMARY PURPOSE : Trained professional involved in the laboratory work nature of analytical examination of screening drug test assistanceDETAILED DESCRIPTION of TASKS, RESPONSIBILITIES and ACCOUNTABILITIES :A. Professional ResponsibilityProjects professional image and follows generally accepted practices regarding interactions with patients, doctors and...

  • Senior Sales Analyst

    4 days ago

    Cubao, National Capital Region, Philippines RingCentral Full time ₱720,000 - ₱960,000 per year

    Senior Pricing AnalystSay hello to opportunities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral).It's not everyday that you consider starting a new career. We're Acquire BPO, and we're happy that someone as talented as you is considering this role. First, a little about our client: RingCentral is a $2...

  • Sales Reports Analyst

    4 days ago

    Cubao, National Capital Region, Philippines RingCentral Full time ₱600,000 - ₱720,000 per year

    Reports Analyst, Sales CompensationSay hello to opportunities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral).It's not everyday that you consider starting a new career. We're Acquire BPO, and we're happy that someone as talented as you is considering this role. First, a little about our client: RingCentral...

  • Reporting Analyst

    2 weeks ago

    Cubao, National Capital Region, Philippines Offshore Business Processing Full time ₱1,440,000 - ₱2,040,000 per year

    Job SummaryHMO on Day 1Receive promising perks and rewardsExperience travel opportunitiesGet recognized for what you doAchieve work-life balanceImprove exponentially with enhanced learningResponsibilitiesClient Task List:Provide a backup and support to the Reports Analyst who manages and produces a list of existing reportsSupport the Group Risk & Compliance...

  • Without experience

    2 weeks ago

    Cubao, National Capital Region, Philippines Orbit Teleservices Cubao Site Full time ₱204,000 - ₱300,000 per year

    Easy and Fast One-day Hiring Process Earn up to 25k monthly plus more benefits We are looking for a Customer Service Representative - Easy Account in our Metro Manila Sites This is for urgent hiring, don't miss this opportunity and Apply NowResponsibilities:Assist customers with placing and tracking food orders via phone calls.Handle delivery issues and...

  • Micro Lab Analyst II

    4 days ago

    Cubao, National Capital Region, Philippines Marigold Manufacturing Corporation Full time ₱600,000 - ₱1,200,000 per year

    GREYSTONE BIOCHEM AND LABORATORIES INC. is looking for Micro Lab Analyst II who will be assigned in Cubao, Quezon City.Main Job Description with Duties & Responsibilities:Conducts microbiological analyses of various types of samples.Records analyses results in designated forms.Analyzes naturally contaminated or spiked samples for estimation of measurement...

  • micro lab analyst ii

    2 weeks ago

    Cubao, National Capital Region, Philippines Irondale Data Management Corporation Full time ₱264,000 - ₱288,000 per year

    GREYSTONE BIOCHEM AND LABORATORIES INC. is looking for Micro Lab Analyst II who will be assigned in Cubao, Quezon City.Main Job Description with Duties & Responsibilities:Conducts microbiological analyses of various types of samples.Records analyses results in designated forms.Analyzes naturally contaminated or spiked samples for estimation of measurement...

  • Quality Assurance Analyst

    2 weeks ago

    Cubao, National Capital Region, Philippines Offshore Business Processing Full time ₱300,000 - ₱360,000 per year

    Job SummaryHMO on Day 1Receive promising perks and rewardsExperience travel opportunitiesGet recognized for what you doAchieve work-life balanceImprove exponentially with enhanced learningResponsibilitiesMonitor assigned Staff/Operators and provide feedback to the Reps on the areas that need improvementEvaluate progress of Staff/Operators performance,...

  • no BPO experience needed

    2 weeks ago

    Cubao, National Capital Region, Philippines Sapient Careers Ph - SGS Full time ₱320,000 per year

    One-day hiring process Earn up to 28k monthly We are mass hiring for Call Center Agents as prior in our Metro sitesJob Responsibilities:Create and execute social media strategies that align with company objectives.Proficient in platforms such as Facebook, TikTok, LinkedIn, Reddit, and Quora.Work closely with marketing and operations teams to develop...

  • Customer Success Coordinator

    2 hours ago

    Cubao, National Capital Region, Philippines SUMO Services Corporation Full time ₱800,000 - ₱1,200,000 per year

    Job Overview:This role will be responsible for ensuring every customer has a seamless, positive experience with the clients by managing chat, inquiries and issues, primarily through Gorgias and email. Streamlining communication, resolve problems in a timely manner, and drive customer satisfaction across all channels.Key Responsibilities:Coordinate and...