The Customer Experience Analyst occupies an important role by providing expert observations and data on the performance of Results’ Associates against customer experience standards. CX Analysts are experts in Results and Customers standards, supplying meaningful, trended behavioral observation to assist operations and training in continually advancing our service offering.
Utilizes CallMiner to conduct daily transaction monitoring of Results Associates’ calls based on risky calls or low scored calls with the aim of helping Operations in driving the consistency of an excellent customer experience to maintain brand promise and loyalty
Reviewing the Customer Experience Data set and providing analysis into deeper behavioral factors driving impact in the interaction
Responsible for clear and concise documentation and analysis of calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels.
CX Alerts – Issues Alerts on Associate behaviors and compliance requirements observed during monitoring. Performs further deep dive of other relevant data when necessary.
Actively participates in calibration sessions with the Client and Results CX Team; supporting CX Standards between Client and Results.
Develops strong partnership with Client CX/VOC contacts to ensure CX goals and objectives are calibrated.
Ensures that Client CX and Corporate Customer Satisfaction goals are met or addressed in a timely manner.
Coordinates recommendations and efforts with CIDS and Training Teams to ensure that appropriate Training and Development is in place to address Client CX , VOC initiatives.
Assists in customization of Results Customer Experience review guidelines per Client specification and creation of plans to achieve quality/customer satisfaction goals.
Provides recommendations on improving the Customer Experience process to achieve departmental goals and objectives.
Customer Experience Orientations – If requested, conducts orientations to New Hires and Associates returning from extended leave regarding the CX Team and transaction monitoring guidelines.
Provides consistent communication with Supervisors regarding Associates’performance.
Perform other duties, functions and tasks that are incidental and inherent to the job.