Customer Experience Quality & Insights Analyst

Confidential Careers; Taguig; On-site; PHP 300,000 - 420,000; Full time

Job summary

Confidential Careers seeks a Customer Experience Analyst to monitor frontline CSRs’ calls, emails, and chats and perform root-cause analysis to boost quality and client trust.

The role covers transaction monitoring, reporting, targeted analysis, investigations of customer complaints, calibrations, call listening, and nesting support for new hires to maintain consistent customer experience.

Qualifications

• Bachelor’s degree in any field.
• For internal candidates, at least 6 months as a frontline CSR with impeccable performance.
• For external candidates, 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).

Responsibilities

• Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal/external quality requirements.
• Reporting - Creates and updates Customer Experience reports (e.g., Daily Internal Errors, MIS, etc.).
• Targeted analysis - Reviews data affecting Customer Experience metrics and recommends improvements.
• Flagging behaviours - Investigates customer complaints and non-compliance; issues incident reports.
• Calibrations and Call Listening - Prepares calibration materials and participates in alignment discussions.
• New hire / Nesting support - Provides immediate findings to Operations and Training.
• Others - Performs tasks to accomplish quality objectives.

Skills

Analytical skills

Problem-solving

Decision-making

Communication skills

Active listening

Multitasking

Education

Bachelor’s degree

Tools

MS Office

Job description

Confidential Careers seeks a Customer Experience Analyst to monitor frontline CSRs’ calls, emails, and chats and perform root-cause analysis to boost quality and client trust.

The role covers transaction monitoring, reporting, targeted analysis, investigations of customer complaints, calibrations, call listening, and nesting support for new hires to maintain consistent customer experience.