Analyst, Contact Center - Quality Insights

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

• This job is a member of the Quality Team within the Contact Center, Planning, Analysis and Operations Division
• Responsible for general and specific initiatives in support of the Quality Team vision to inspire quality throughout contact centers
• A fast-paced environment with shifting priorities and a variety of projects and tasks

What you'll do

• Gather, analyze, and interpret data to increase customer satisfaction, support efficiency gains, capitalize on revenue and loyalty opportunities, and reduce knowledge gaps
• Provide timely and actionable insights for Reservations and Service Recovery leaders to drive improvement and team member performance
• Remain current with all contact center policies and procedures, changes, and updates
• Performs other duties as required
• Some travel required

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's Degree in a related field or equivalent experience/training
• Minimum 2 years of contact center experience
• Deep understanding of and/or experience in Customer Relations (CR)

Preferred Qualifications- Education & Prior Job Experience

• 1-year work experience in an analytical role
• Understanding of CR specialist core responsibilities and competencies
• Knowledge of coaching and disciplinary process for contact centers
• Experience with Advocate, NICE, Nexidia, ePNR, CR Reference, WebRef, Compass, Tableau
• Skilled in Microsoft Office to include Word, Excel, PowerPoint, Teams

Skills, Licenses & Certifications

• Ability to effectively communicate verbally and in writing
• Excellent problem solving and time management skills
• Ability to meet deadlines and adapt to shifting priorities
• Effective presentation skills
• Attention to detail
• Demonstrated ability to work independently and on a team

What you'll get

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20 Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.