Hybrid Senior Customer Experience Analyst - Subscriptions

Epson America Inc.; Los Alamitos (CA); Hybrid; USD 85,000 - 112,000; Full time

Benefits offered by this job

Medical benefits

401K matching

Educational reimbursement

Employee discounts

Paid time off

Job summary

Epson America Inc. seeks a Senior Customer Service Analyst – Subscription to enhance the direct-to-consumer print subscription experience.

You will analyze customer interactions, service trends, and contact center performance to drive improvements in satisfaction, engagement, and operational effectiveness. You will collaborate with internal teams and outsourced partners, investigate escalations, and help ensure policies and processes deliver consistent, high-quality customer experiences across

Qualifications

• 5–8 years of experience in customer service operations, customer experience, contact center quality, or related role.
• Experience analyzing customer interactions, service trends, customer feedback, and contact center performance.
• Experience with contact center quality assurance, including call, email, chat, or transcript review.
• Strong analytical and problem-solving skills to identify trends and opportunities.

Responsibilities

• Identify product and program trends for service operations and provide recommendations.
• Analyze support offerings and processes; create reports to improve customer experience and reduce costs.
• Summarize customer issues and provide viable solutions.
• Review and improve contact center policies to cut costs and boost satisfaction.
• Respond promptly to escalations to ensure satisfaction and policy compliance.
• Support QA by reviewing escalations and providing input for process changes.
• Coordinate quality calibration with vendors and internal teams.
• Provide coaching and weekly QA reports to management and staff.
• Perform test calls to verify procedures are followed.

Skills

Customer service

Customer experience

Contact center quality

Service analytics

Reporting

Issue resolution

CRM tools

Cross-functional

Education

Two-year college

Tools

CRM systems

Call transcription

Quality monitoring systems

Job description

Epson America Inc. seeks a Senior Customer Service Analyst – Subscription to enhance the direct-to-consumer print subscription experience.

You will analyze customer interactions, service trends, and contact center performance to drive improvements in satisfaction, engagement, and operational effectiveness. You will collaborate with internal teams and outsourced partners, investigate escalations, and help ensure policies and processes deliver consistent, high-quality customer experiences across