CX Operations Analyst

The CX Operations Analyst will play a pivotal role in supporting the efficiency and effectiveness of our customer service operations teams. This individual will be responsible for managing a quality analysis program driving self-service and automation initiatives tracking and comparing performance metrics and assisting with various operational projects.

Responsibilities

Customer Support Quality Program: Design implement and manage a comprehensive agent quality assurance program for all customer interactions.  Monitor and evaluate interactions identifying areas for improvement in communications tone empathy and issue resolution.   Self-Service Platform Management: Oversee the management and optimization of self-service tools including knowledge bases help centers chatbots and IVR systems. Continuously assess and improve the functionality and usability of these platforms to meet customer needs.

• Performance Analytics: Analyze key performance indicators such as Customer Satisfaction (CSAT) Net Promoter Score (NPS) First Contact Resolution (FCR) and Customer Sentiment. Provide actionable insights to senior management and operational teams.

• Audit & Compliance : Ensure adherence to company policies procedures and quality standards across all customer service channels. Perform regular audits to ensure compliance.

• Reporting : Provide regular reports and updates on quality and self service performance customer satisfaction trends and opportunities for improvement to senior management.

It’s a perfect match if you have:

• 2+ years experience in customer experience operations quality or self-service operations

• Experience with CRM systems customer service software and knowledge base platforms

• Experience in developing and implementing reporting and change management programs such as quality and voice of the customer trends

• Familiarity with contact center technology and analytics tools

• Ability to analyze complex data sets identify trends and draw actionable insights

• Understanding of contact center metrics KPIs and best practices

Nice to have:

• Experience in early stage high growth startups is a plus

• Experience in healthcare and the wellness industry