Customer Experience Data & Quality Specialist

GENTLE MONSTER; Los Angeles (CA); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Life insurance

Job summary

GENTLE MONSTER is seeking an analytical, detail-oriented Customer Service Operations Specialist — Agency Performance & Quality to analyze the full customer journey and monitor an external service agency across the U.S. and Canada.

You will connect data, validate reports, investigate CX issues, and help build a centralized service hub spanning e-commerce, retail, RX, and PS channels. This internal role emphasizes data-driven findings and targeted training improvements.

Qualifications

• At least 2 years of relevant experience in customer service reporting, CX analysis, QA, or similar analytical role.
• Strong hands‑on Excel skills, including pivot tables, lookups, data cleaning, reconciliation, and trend analysis.
• Experience combining information from multiple reports or systems and checking accuracy.
• Ability to analyze numerical data and written feedback, identify patterns, and explain findings clearly.
• Experience using a customer service or CRM platform to investigate cases and produce reports.
• Strong attention to detail and willingness to examine underlying records rather than rely on dashboards.

Responsibilities

• Consolidate and reconcile data from Salesforce Service Cloud, agency reports, and internal records to provide a complete view of the customer journey.
• Monitor agency performance: response/resolution times, backlog, repeats, escalations, CSAT, and quality scores.
• Audit interactions for accuracy, brand voice, policy adherence, and resolution quality.
• Identify gaps and differentiate training, process, and internal action needs; report findings to agency and leadership.
• Prepare weekly/monthly reports highlighting trends, root causes, examples, and actions.
• Support escalated cases with internal investigations as needed.

Skills

Excel

Pivot tables

Data cleaning

Data reconciliation

Trend analysis

Written & verbal communication

Analytical mindset

Attention to detail

onsite collaboration

Tools

Salesforce Service Cloud

Power BI

Tableau

SQL

Job description

GENTLE MONSTER is a global fashion eyewear brand under IICOMBINED, known for its innovative collections, experimental retail spaces, and distinctive campaigns. Alongside sister brands including TAMBURINS and NUDAKE, GENTLE MONSTER challenges conventions and creates unique experiences for consumers worldwide.

About the Role

We are seeking an analytical, detail-orientedCustomer Service Operations Specialist — Agency Performance & Quality to help our internal team understand the full customer journey and monitor the performance of our external customer service agency across the U.S. and Canada.

Your primary focus will be connecting customer data, validating service reports, investigating customer experience issues, and monitoring agency quality. You will help build a centralized customer service hub that brings together inquiries and relevant customer information across e-commerce, physical retail, prescription eyewear (RX), and product service (PS).

By linking information across these touchpoints, you will help the company understand what customers experience, identify recurring problems, and evaluate whether service partners are delivering consistent, effective support.

Working closely with our senior customer service team member and E-Commerce leadership, you will turn service data and qualitative feedback into clear findings, recommendations, and targeted training improvements. This is primarily an internal analysis and quality-monitoring position, with direct customer contact when needed for investigations or escalations.

Customer Data Consolidation & Unified Visibility

• Help build and maintain a centralized customer service hub that connects customer inquiries, case histories, and relevant order and service information across online, retail, RX, and PS.
• Consolidate and reconcile data from Salesforce Service Cloud, agency reports, and internal records to provide a more complete view of the customer journey.
• Connect related interactions to identify repeated contacts, unresolved cases, and gaps between service teams.
• Check data for missing information, duplicate records, inconsistent categorization, and reporting discrepancies.
• Maintain consistent contact reasons, case classifications, and reporting definitions across service areas.
• Document data gaps and integration needs, working with internal system owners to improve visibility and validate updates.

Agency Performance Monitoring & Quality Assurance

• Independently review external agency performance using reports, underlying case records, and sampled customer interactions.
• Monitor response and resolution times, backlog, repeat contacts, escalations, customer satisfaction, and quality scores.
• Verify that reported results accurately reflect customer interactions and outcomes.
• Audit email, phone, and chat interactions for accuracy, completeness, brand voice, policy adherence, and resolution quality.
• Identify recurring service gaps and distinguish between training issues, process limitations, and cases requiring internal action.
• Share findings with the agency and internal leadership, track corrective actions, and evaluate whether performance improves.

Customer Journey Analysis & Consumer Insights

• Analyze customer feedback and service patterns across the journey, from product questions and purchase through delivery, retail visits, RX, and after-sales support.
• Review conversations and case histories to understand the reasons behind trends in service metrics.
• Identify purchase barriers, unmet expectations, inconsistent information, and recurring sources of customer frustration.
• Combine quantitative analysis with qualitative customer feedback to explain what is happening and why.
• Prepare clear weekly and monthly reports highlighting trends, root causes, customer examples, and recommended actions.
• Share relevant insights with E-Commerce, retail, RX, PS, logistics, and HQ teams.
• Investigate unusual trends, repeated complaints, and discrepancies by examining customer records and coordinating with the relevant teams.
• Trace issues across customer touchpoints to clarify where the experience broke down.
• Maintain an issue tracker documenting findings, responsible teams, corrective actions, and resolution status.
• Follow up on recommendations and assess whether changes reduce repeat issues or improve customer outcomes.
• Support escalated cases when additional internal investigation is required.

Training & Knowledge Quality

• Use agency audits and customer insights to identify specific training and knowledge gaps.
• Develop and update training materials, response guidance, and knowledge base content with internal subject-matter experts.
• Deliver targeted agency training on recurring issues, product updates, and service expectations.
• Monitor subsequent interactions to assess whether training improves accuracy and resolution quality.
• Review AI-assisted responses and chatbot conversations to identify incorrect information, missing guidance, and unsuccessful handoffs.

Required Qualifications

• At least 2 years of relevant experience in customer service reporting, customer experience analysis, quality assurance, or a related role with substantial analytical responsibilities.
• Strong hands‑on Excel skills, including pivot tables, lookup functions, data cleaning, reconciliation, and trend analysis.
• Experience combining information from multiple reports or systems and checking its accuracy.
• Ability to analyze both numerical data and written customer feedback, identify patterns, and explain findings clearly.
• Experience using a customer service or CRM platform to investigate cases and produce reports.
• Strong attention to detail and willingness to examine underlying records rather than rely solely on summary dashboards.
• Ability to turn findings into practical recommendations and track follow‑up actions.
• Strong written and verbal communication skills for reporting, agency feedback, and training.
• Availability to work fully onsite in Anaheim, Monday–Friday.

Preferred Qualifications

• Experience with Salesforce Service Cloud, including case reporting and dashboards.
• Experience auditing or monitoring an external customer service agency.
• Familiarity with service quality scorecards, customer satisfaction metrics, and root‑cause analysis.
• Experience with Power BI, Tableau, or similar reporting tools; SQL knowledge is a plus.
• Experience analyzing customer journeys across e-commerce, physical retail, or after‑sales service.
• Experience developing training materials or evaluating training effectiveness.
• Familiarity with fashion, luxury, eyewear, or consumer brands.
• Health insurance
• Vision insurance
• Life insurance

Job Type:

Full-time, fully onsite, Monday–Friday