Customer Experience Quality Analyst Jobs

Desirable: Experience with technical software which manages customer communications.

🖥️ $150 to create an awesome remote work experience

Delivering a first class customer experience by responding to customer requests and queries promptly and professionally.

Contributing to improvements in the customer experience by solving for the root cause behind customer queries and issues.

1-2ys of professional experience in customer service or customer facing role.

Solid understanding of how to prioritise internal and external requests and manage your own workload effectively.

You will leverage surveys and embedded feedback modules to collect user feedback and insights to drive improvements in the customer experience.

You will act as the administrator for our Google Analytics and Google Tag Manager systems.

You will create and manage tickets to track and document customer and internal requests.

Bachelor’s Degree in related field or an equal amount of related professional experience.

You have proven experience in customer experience, data analysis, and leveraging customer feedback tools.

You have experience with: A/B testing platforms such as Optimizely, KissMetrics, WalkMe, and other optimization/heat map software.

1-3 years’ experience in product management, business or case analysis, or a related practice

US Citizenship Required to obtain DHS Public Trust

Active DHS Public Trust (Preferred)

Responds to the ServiceNow system ticket for multiple web applications

Monitor incoming requests for instances in which guidance is available and provide such information and guidance in a timely fashion

Track open tickets and unresolved issues

- Excellent communication, creative, critical thinking, problem-solving, planning, prioritization, project management, teamwork and organization skills

- Project Management certification or Management degree

- Knowledge and experience in implementing customer support, self-service and experience programs

- Exposure to agile and scrum work management techniques

- Proven track record of project and time management

- Facilitate workshops with cross functional teams to gather detailed requirements

Qualifications we seek in you!

Adobe Analytics specialist with hands on experience in Business Analysis and Storyboarding.

Experience with Report Builder and various functionalities of Adobe Analytics.

Prior experience in Hospitality or Media and Entertainment clients will be preferred..

Experience of working in functions like Marketing, Customer Experience or Commercial Strategy.

Welcome to the relentless pursuit of better.

Strong customer advocate with strong empathy to bad search experience of Coupang customers or Korean eCommerce shoppers

Analytical work experience, in a fast-paced environment

Minimum one year of experience in Microsoft Office Suite applications, Word, Excel, PowerPoint, and SharePoint, and Google Workspace

General Description of All Benefits

Actively utilizing analytics/debugging tools to understand the root causes of search defect (that search result does not satisfy customer intent).

Actively utilizing analytics/debugging tools to assess effectiveness of an engineering solution that engineers come up with.

4+ years of experience as a Workforce Analyst with global responsibilities

Demonstrated experience sharing data and trend analysis, concerns regarding performance, action plans, and solutions to senior level executives

Collaborate with managers to ensure that staffing levels meet our needs

Proficient in Excel (can perform complex functions) and other data analysis tools.

Enthusiasm for customer service and understanding process pain points

Analyze and interpret workforce data to identify trends and patterns

Perform other work-related tasks and/or projects assigned by management as needed.

2+ Years’ work experience in customer service or related field

Excellent oral, written, and interpersonal communication skills

Strong MS Office, Internet, and email skills

Working knowledge of Netspend systems

Consistently think outside the box and make sound judgment calls to resolve complaints.

Experience with Python (Pandas, NumPy, etc)

Experience with data engineering and ability to navigate new data sources

Exceptional communication and interpersonal skills amongst a range of audiences

Influence decisions by understanding the big picture combined with providing underlying deep analysis

Requires a deep understanding of our SQL table infrastructure, as well as strong business acumen to understand operating metrics

Proactively and reactively develop and address business questions through independent investigation / data forensics

11 years of experience working in Customer Insights or Quality Management.

5 years of experience in people management.

10 years of experience in quality management in contact center environments.

Bachelor's degree or equivalent practical experience.

Experience leading global quality or process improvement teams.

Experience leading large-scale transformative initiatives in matrixed environments, including driving adoption and inclusion in operating rhythms.

LL.M., if related (statistics, mathematics, public administration, computer science, or other administrative and management fields); Or

Equivalent combination of qualifying graduate education and experience.

You must meet all qualification requirements upon the closing date of this announcement.

(statistics, mathematics, public administration, computer science, or other administrative and management fields)

2 years of progressively higher level graduate education leading to such a degree; Or

3 years of progressively higher level graduate education leading to such a degree; Or

4 year College degree or equivalent work experience in Customer Experience or Analyst role

Strong analytical, critical thinking, and problem-solving skills

Intermediate to advanced skills in Excel and PowerPoint

Maintain, run / refresh, and distribute various internal and external reports.

Basic proficiency in Microsoft Office Word, Excel, Outlook, and PowerPoint

Typical duties include but are not limited to:

Desired Skills and Experience *

Location: Fully remote in CALIFORNIA

- 5+ years of experience in data analytics and survey analytics

- Experience working with survey data and feedback, Customer Experience and/or Voice of Customer metrics

- Experienced building dashboards in Tableau or similar BI tool

- Translating the customer experience survey (e.g. NPS, CSAT)

10% Maintain/increase product & process knowledge in order to appropriately score and judge key interaction components

Experience in the window coverings industry

Excellent Communications skills, both oral and written

Must demonstrate exemplary organizational skills

Minimum Years Of Work Experience

10% Function as a liaison between operations and support departments to ensure systems and reporting are functional and accurate

Experience working with Quality Management Systems (QMS)

Demonstrate time management skills and strong analytical skills

Develop quality management strategies for service center operations, including standards, scorecards, training & development, performance metrics, dashboards, etc.

Support escalation management resolution and trending with key internal partners.

Collaborates with Training and Development to define training requirements needed to support quality for both new hires and current team.

Develop quality platform experience using NICE solutions

Experience working with technical teams, such as product managers, enterprise architects and software developers preferred.

Experience with matrixed managed business stakeholders, work cross-functionally with roles outside of direct report authority preferred.

This role does not manage people

Four years of related experience can be used in lieu of a Bachelor’s degree.

2 years of experience working in a sales and marketing automation platform and CRM, preferably MS Dynamics and Marketo, preferred.

Experience in querying and building general workflows preferred.

Knowledge, Skills and Abilities Required

Contribute to the management and refinement of the quality assurance tool.

Minimum 2 years’ experience in the insurance or healthcare industry (e.g., claims, managed care, healthcare facilities, or other related industries)

Participate in facilitating quality knowledge transfer sessions to drive adoption of quality standards.

Provide business requirements and guidance for quality related technology solutions.

Experience in customer service support role(s)

Provide technical and project management support to improve customer satisfaction and

Build predictive performance tools to shift from reactive quality management to proactive,

Manage, monitor and trend Quality key performance metrics and reporting for organization to

Responsible for leading Quality improvement efforts for key programs/customers, including

Engage, collaborate, communicate and satisfy customers needs within Quality organization,

Support internal facilities and customers by driving alignment and partnership, including issue

3 years of business client management experience

Individual with CX experience would be preferred.

5 years Business analysis experience

5 years Project coordination experience

Strong communication skills - written, verbal, presentation

At least 2 years of Market analysis and research experience

· Process-oriented mindset, with solid organizational and project management skills.

· Document business requirements and project manage development efforts across self-care assets and agent tools.

· Education Enrichment up to $5,000 per year for qualified employees

· Track, prioritize, escalate, and manage issues to ensure prompt resolution of production issues impacting self-service channels.

· Relevant experience with using and developing self-service channels, website navigation, and user experience preferred.

· Cable Communications experience preferred