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Quality Experience Analyst (525-013114)

Quality Experience Analyst (525-013114)

Job Description

Our Service Quality and Customer Experience team is searching for a Quality Experience Analyst who will conduct customer experience analysis on a variety of customer touch points to help understand and improve overall customer experience during transaction completion. Works with team specialists to evaluate information gathered from multiple sources. Provides recommendations that will assist in correcting/improving findings and conduct meetings to review findings while facilitating action item assignment. The analyst will have the ability to collect and manipulate data in an effort to determine where processes may be streamlined to help improve the customer experience. The analyst will also have the ability to investigate data anomalies and assist in the determination of what the causes of those issues are and provide analysis on findings.


  • Develops analysis plans and methodologies for Core Business Processes. Analysis types include identification of Customer Experience and process opportunities. Analysis types include all types of transactions based on the business need. The creation of analysis methodology will also require documentation of sampling method. Sampling methods can include utilizing Agent tools and other CRM Applications. Task Remote analysts with analysis projects and provide them with testing plans, analysis instructions and timelines.
  • Provides detailed analysis findings that include transaction summaries and impact to the customer experience. Identifies opportunities to reduce waste, increase revenue, streamline existing transaction processes and increase agent process adherence. Meets with process owners to discuss findings and create recommendation plans to address opportunities. Provides analysis follow up to verify completion of suggested recommendations and document expected improvements. Compiles analysis reports that document findings with observations made and recommendations for improvement. Completes regression testing and reviews findings with business owners, provides any additional recommendations and follow up as needed.
  • Provides recommendations that will assist in correcting/improving findings and conduct meetings to review findings while facilitating action item assignment. Follow up on recommendations through indicated channels in order to ensure approved recommendations are executed. Maintains record of all handsets, airtime cards, credit cards used throughout analysis conducted.
  • Provides support to Manager Quality Assurance Programs and other team members in preparation for Usability studies, presentations and ad-hoc reporting as requested. Supports team in identifying needed improvements/correction opportunities found in analysis and communicating them to team. Supports team in communicating findings cross-departmentally upon request. Provides daily account to Manager Quality Assurance Programs on analysis transaction counts on ongoing studies. Maintains an updated status on analysis monthly calendar.

Job Requirements

  • Bachelor’s Degree or equivalent combination of education and experience.
  • 3-5 years of experience in research or analytical field such as process improvement, business or financial analysis, or primary research
  • Must be proficient with Excel and Access
  • 3 years of SQL experience preferred

Job Snapshot

Employment Type Full-Time
Job Type Accounting
Education 4 Year Degree
Experience 3 to 5 years
Manages Others Not Specified
Industry Other Great Industries
Required Travel None
Job ID 715
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Quality Experience Analyst (525-013114)

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