Lead-Customer Experience/Quality Analyst

📋 Description

• Complete Customer Experience (CX) observations using the form designed for the program
• Champion Customer Experience initiatives and actions for assigned teams to ensure continuous
• Deliver team-level analysis to assigned teams and identify opportunities to improve Customer
• Drive better quality of customer interactions and processes that will lead to customer satisfaction
• Improve team performance on Customer Experience metrics (CSAT, Issue Resolution, ASAT) through CE
• Maintain program expertise by completing required amount of phone time / contact handling hours

🎯 Requirements

• At least 1 to 2 years Quality Analyst Experience in a Call Center Setting
• Strong computer literacy with the ability to quickly learn
• Fluent in written and verbal English, with the ability to comprehend and effectively communicate
• B2 & above communication skills
• Proficient in Microsoft Office applications, such as MS-Excel and PowerPoint
• Solid understanding of the Quality audit & Coaching process

🎁 Benefits

• All information will be kept confidential according to EEO guidelines