Senior Customer Experience & Quality Analyst

East West Bank; El Monte (CA); On-site; USD 75,000 - 85,000; Full time

Job summary

East West Bank in California seeks a skilled Quality Assurance professional to develop and execute a comprehensive QA program for customer service improvements, ensuring rigorous standards and reliable reporting.

You will identify inefficiencies, create actionable reports, design training programs, and collaborate with other departments to implement changes, while defining KPIs and tracking outcomes to drive customer satisfaction and business value.

Qualifications

• Bachelor's degree in Economics, Accounting, Finance, or Communications or equivalent combination of education and experience.
• Excellent verbal and written communication skills.
• Flexible and adaptable to a dynamic environment.
• Proficient in Microsoft Excel.
• Ability to multi-task with attention to detail in a fast-paced environment.
• Customer service experience preferred.

Responsibilities

• Develop and execute a Quality Assurance Program.
• Create comprehensive reports that summarize findings and provide insights.
• Identify inefficiencies within current customer service processes and propose optimized solutions.
• Create a cross-selling program for Customer Service Specialists.
• Work closely with other departments to implement improvements and act as the project coordinator.
• Define and track outcome-based KPIs, value realization benchmarks, and executive reporting for all transformation initiatives.
• Identify training needs within the customer service team. Develop training programs and materials to ensure team members possess the necessary skills to handle customer interactions effectively.
• Diving deep into customer feedback and behavior patterns, to gain insights into what drives customer satisfaction and loyalty.
• Play a role in evaluating and integrating technology into current processes.
• Perform other duties as assigned.

Job description

East West Bank in California seeks a skilled Quality Assurance professional to develop and execute a comprehensive QA program for customer service improvements, ensuring rigorous standards and reliable reporting.

You will identify inefficiencies, create actionable reports, design training programs, and collaborate with other departments to implement changes, while defining KPIs and tracking outcomes to drive customer satisfaction and business value.