Customer Experience & QA Analyst

S; Plano (TX); On-site; USD 28,000 - 34,000; Full time

Job summary

S. in Plano, TX is seeking a Customer Experience Analyst to support call quality assurance by monitoring calls, evaluating compliance, and sharing insights to improve agent performance.

The role requires attention to detail, strong communication, and the ability to work in a fast-paced environment; the candidate will collaborate with Training & Compliance and report to the Customer Experience Manager.

Qualifications

• 2 years' general office, outbound call center, call monitoring, or quality assurance experience.
• Effective oral and written communication with correct grammar, spelling, and punctuation.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Ability to multi-task in a high-volume, fast-paced environment.
• Ability to adapt quickly to urgent matters.
• Ability to work with diverse individuals of various backgrounds.

Responsibilities

• Monitor a high volume of recorded calls for quality assurance.
• Evaluate calls for regulatory compliance and client requirements.
• Provide positive and negative feedback to the Customer Experience Manager.
• Track trends within the QA process and other customer experience insights.
• Collaborate with Training & Compliance on policy updates and developmental insights.
• Perform any other duties as assigned.

Skills

Attention to detail

Call center experience

Communication skills

Time management

Adaptability

Patience with diverse individuals

Tools

Word

Excel

PowerPoint

Job description

S. in Plano, TX is seeking a Customer Experience Analyst to support call quality assurance by monitoring calls, evaluating compliance, and sharing insights to improve agent performance.

The role requires attention to detail, strong communication, and the ability to work in a fast-paced environment; the candidate will collaborate with Training & Compliance and report to the Customer Experience Manager.