VoC & QA Insights Analyst

Security First Managers LLC

Ormond Beach (FL)

On-site

USD 42,000 - 64,000

Full time

7 days ago

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Benefits offered by this job

Fitness center

Free lunches

Walking trail

Team events

Professional development

Excellent benefits

Job summary

Security First Managers, LLC is seeking a Customer Experience Analyst to lead VoC programs and QA/QC initiatives, analyzing feedback and performance data to drive service improvements. The role focuses on creating actionable insights and partnering with cross-functional teams to elevate customer satisfaction.

The position requires a High School Diploma and at least two years in customer experience, QA, or contact center roles.

Qualifications

Minimum high school diploma or equivalent required.
Two years in customer experience, QA, contact center, or customer service.
Equivalent combination of education, certification, training, or experience accepted.

Responsibilities

Manage Customer Support VoC programs including surveys and reporting.
Develop dashboards and reports to support leadership decisions.
Conduct QA/QC reviews of customer interactions across channels.
Facilitate QA calibration with leadership to improve performance.
Administer the customer and agent support portal including tracking.
Analyze feedback and data to identify trends and improvement opportunities.
Collaborate with support, L&D, and other areas to implement improvements.
Ensure adherence to procedures, policies and confidentiality.
Support emergency response operations during weather events, including extra hours.
Perform other duties and maintain collaborative environment.