Customer Experience Quality Analyst

Role Overview

• Own and manage all customer survey results, including CSAT and post-interaction surveys (calls, chats, and other channels)
• Monitor survey feedback daily to identify trends, risks, and opportunities
• Ensure timely and thoughtful follow-up with customers to close the loop on feedback and recover experiences when needed
• Conduct direct outreach to customers based on survey feedback (both positive and negative experiences)
• Demonstrate empathy, professionalism, and brand alignment in all customer interactions
• Identify service recovery opportunities and ensure appropriate resolution and documentation
• Conduct structured root cause analysis to uncover drivers behind customer feedback
• Identify recurring themes impacting the customer experience across people, process, and technology
• Translate insights into clear, actionable recommendations for improvement
• Present Voice of Customer insights and RCA findings during leadership meetings
• Provide clear, concise storytelling that connects customer feedback to operational impact
• Act as a thought partner to leadership by recommending improvements and tracking progress
• Collaborate and provide feedback on the design, implementation, and ongoing optimization of customer surveys
• Manage intake of customer compliments and positive feedback
• Share recognition and kudos through designated internal channels (e.g., Slack)
• Assist with Corporate Escalations as needed, ensuring a consistent and professional customer experience
• Support Quality Assurance efforts, including call monitoring and evaluations, during lower survey volume periods.

Requirements

• H.S. Diploma or G.E.D.
• Established residency in Pennsylvania
• Minimum 6 months customer service experience and/or tenure within BRC (Must be fully trained in Order Entry, Billing & Troubleshooting)
• Current performance in good standing
• Experience working in contact center operations, quality assurance, or customer experience preferred
• Excellent understanding of Order Entry Processes (Once in role, candidate is required to learn ICOMS processes if they are not already proficient)
• Familiarity with survey tools (e.g., SurveyMonkey), CRM/Telephony systems (e.g., Zendesk & Five9), and reporting platforms (e.g., DOMO) is a plus
• Knowledge of current monitoring and quality standards
• Knowledge of VPI software preferred
• Proficiency with Microsoft Windows / Office Programs – Excel
• Possess a customer-focused mindset with a passion for improving the customer experience
• Strong Analytical and Problem-Solving Skills with experience in root cause analysis
• Excellent Communication Skills
• Oral and Written with the ability to influence at all levels
• Ability to translate data into meaningful insights and actionable recommendations
• Ability to portray a high level of professionalism, empathy, and emotional intelligence.

Benefits

• Working from Home Hybrid: Monday-Friday, 8AM-5PM
• Health insurance
• Retirement plans
• Professional development