Senior Customer Experience & Quality Assurance Analyst

TALENT Software Services; Detroit (MI); On-site; USD 55,000 - 75,000; Full time

Job summary

A software services company is seeking a Senior Customer Service Analyst to support program management by addressing customer complaints, managing reimbursement requests, and ensuring quality assurance in call center operations. Key responsibilities include handling escalations, processing claims, and creating performance reports. The position requires effective communication skills and a proactive approach to customer satisfaction. Storm duty may be required during high-demand periods.

Qualifications

• Experience in handling customer complaints efficiently.
• Knowledge in processing reimbursements and managing claims.
• Trained in quality assurance methodologies.
• Ability to analyze customer feedback and implement improvements.
• Skill in generating analytical reports for management.

Responsibilities

• Address and resolve customer complaints and escalation requests.
• Process reimbursement and claim requests efficiently.
• Monitor call center performance and provide necessary feedback.
• Analyze customer feedback for continuous improvement.
• Create performance reports for management meetings.

Skills

Complaint Handling

Reimbursement Processing

Quality Assurance Training

Customer Feedback Analysis

Report Generation

Job description

A software services company is seeking a Senior Customer Service Analyst to support program management by addressing customer complaints, managing reimbursement requests, and ensuring quality assurance in call center operations. Key responsibilities include handling escalations, processing claims, and creating performance reports. The position requires effective communication skills and a proactive approach to customer satisfaction. Storm duty may be required during high-demand periods.