CX Insights & QA Analyst

Security First Insurance; Ormond Beach (FL); On-site; USD 52,000 - 75,000; Full time

Benefits offered by this job

Fitness center

Chef-prepared lunches

Walking trail

Team member events

Food truck events

Professional development

401(k) and benefits

Job summary

Security First Insurance is seeking a Customer Experience Analyst to manage VoC programs, analyze feedback and performance data, and deliver insights to drive improvements in service quality and customer satisfaction.

You will partner with leadership to implement process improvements, training resources, and performance support materials, while ensuring adherence to procedures, policies, and regulatory requirements.

Qualifications

• High school diploma or equivalent.
• 2 years’ experience in customer experience, quality assurance, contact center, or customer service.
• Equivalent combination of education, certification, training, and/or experience may be accepted.

Responsibilities

• Own and manage Customer Support VoC programs, including surveys, feedback analysis, reporting, and follow-up.
• Develop dashboards, reports, and actionable insights for leadership decision-making.
• Conduct quality reviews of customer interactions across email, chat, and phone channels.
• Facilitate QA calibration activities with leadership to improve performance consistency.
• Administer the customer and agent support portal with issue intake, tracking, and reporting.

Skills

Customer experience

Quality assurance

Call center support

Data analysis

Education

High School Diploma

Job description

Security First Insurance is seeking a Customer Experience Analyst to manage VoC programs, analyze feedback and performance data, and deliver insights to drive improvements in service quality and customer satisfaction.

You will partner with leadership to implement process improvements, training resources, and performance support materials, while ensuring adherence to procedures, policies, and regulatory requirements.