Conduct quality monitoring of customer interactions, generating insights for continuous improvement of the customer experience
Monitor customer interactions across various channels, ensuring consistent application of established criteria
Consolidate service, satisfaction and monitoring data to support analyses and identify trends
Map and diagnose opportunities in our processes, workflows and customer service
Support the development of materials and presentations with insights on improvement opportunities
Track area KPIs, contributing to performance interpretation and prioritization of actions
Perform quality monitoring of interactions handled by the Contact Center

Bachelor’s degree completed or in progress
Intermediate knowledge of Excel and PowerPoint
Previous experience with administrative or operational routines, customer service, quality or data analysis
Familiarity with customer service tools (Zendesk and Salesforce)
Experience with customer satisfaction metrics (CSAT or NPS) and quality monitoring is a plus
Knowledge of automation, dashboards or analytical tools is a plus

Customer Experience Analyst I

Key skills