Customer Experience Quality & Insights 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 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.