Support improvements to service quality and the consumer experience through conducting quality monitoring, maintaining the knowledge base, analyzing processes, and collaborating on the implementation of consumer
and efficiency-oriented workflows.
Perform quality monitors of service provided by the vendor using a predefined monitoring checklist, evaluating interactions across different channels, and logging and consolidating results.
Assist with quality calibration sessions with the vendor, ensuring alignment on criteria and supporting the definition and tracking of action plans.
Maintain and update the customer service knowledge base to ensure standardization and compliance; identify outdated or inconsistent content and propose improvements to clarity, organization and wording, including adding new flows when changes occur.
Help map workflows and identify rework and impact points on the consumer experience, monitor outcomes and report impacts on quality and efficiency.
Support experience-improvement initiatives using monitoring data, feedback and basic metrics, contributing to analysis of recurrence and customer difficulties and working collaboratively with vendors and internal teams.
Participate in Lean Thinking projects and activities (EMS/EAI).

Bachelor's degree in Business Administration, Statistics, Engineering, Data Science, Economics or a related field.
Proficiency in Microsoft Office (Excel, PowerPoint).
Experience in consumer service and/or customer care, with familiarity with service and experience metrics (e.g., repeat contacts and CES
Customer Effort Score).
Prior experience or exposure to quality monitoring routines, calibration and tracking action plans is a plus.
Experience with knowledge base management and/or standardization of service processes is a differential.
Strong analytical skills, attention to detail, and good verbal and written communication.

Junior Consumer Care Analyst – Service Quality

Key skills