Customer Experience QA Analyst

Confidential Career Solutions, LLC; Taguig; In loco; PHP 480.000 - 720.000; Tempo pieno

Descrizione del lavoro

Confidential Career Solutions, LLC is seeking a Customer Experience Analyst to monitor frontline CSR interactions across calls, emails, and chats and perform root cause analyses to uphold quality and customer satisfaction in a contact center environment.

The role emphasizes reporting, targeted analysis, and adherence to CX standards, with nesting support for new hires and ongoing opportunities to improve performance and client confidence.

Competenze

• Bachelor's degree in any field.
• 2+ years in a call center or quality role for external candidates; 6 months internal CSR experience for internal candidates.
• Proficiency with MS Office (Word, Excel, PowerPoint).

Mansioni

• Monitors and audits frontline CSR transactions and analyzes quality.
• Creates and updates customer experience reports and MIS data.
• Performs targeted analysis to drive improvements in CX metrics.
• Investigates complaints and non-compliance, issuing incident reports.
• Participates in calibrations and call listening; builds learning materials.
• Provides nesting support for new hires and other tasks to meet quality objectives.

Conoscenze

Analytical skills

Problem solving

Decision making

Communication skills

Multitasking

Active listening

Formazione

Bachelor's degree

Strumenti

MS Office

Descrizione del lavoro

Confidential Career Solutions, LLC is seeking a Customer Experience Analyst to monitor frontline CSR interactions across calls, emails, and chats and perform root cause analyses to uphold quality and customer satisfaction in a contact center environment.

The role emphasizes reporting, targeted analysis, and adherence to CX standards, with nesting support for new hires and ongoing opportunities to improve performance and client confidence.