Customer Experience Analyst

Summary:

The Customer Experience Analyst conducts transaction monitoring of frontline agents' calls, emails, chat and does root cause analysis to help operations in driving the consistency of quality assurance and excellent customer experience needed to maintain client confidence and loyalty. He or she also helps the Customer Experience Team Lead/Manager in business presentations, WBRs and CE onboarding activities.

Job Responsibilities:

• Problem Solving & Continuous Improvement
• Identify areas for improvement in the customer experience and develop action plans to address them.
• Work collaboratively with cross-functional teams to implement customer-focused solutions and improvements.
• Monitor and evaluate the effectiveness of implemented changes and continuously seek opportunities for further enhancements.

Stakeholder Management:

• Collaborate with internal stakeholders customer service teams, to ensure a unified approach to customer experience.
• Communicate complex analytical findings and insights to non-technical stakeholders in a clear and actionable manner.

Eligibility:

Bachelor's degree in any field.

Proficiency with Google Tools / MS Office applications (i.e. MS Word, Excel, PowerPoint, Google sheets etc.)

Excellent verbal and written communication and active listening skills

Willing to work in rotational shifts