Customer Interaction Business Analyst

Customer Interaction Business Analyst

MSC USA - Charleston

47,000.00 - 55,000.00 USD

Job Summary/ Key Responsibilities:

JOB SUMMARY

The Customer Interaction Business Analyst is responsible for monitoring and evaluating the quality of customer interactions across phone, email, and case channels to ensure adherence to company standards. This role involves conducting regular assessments of customer service performance, identifying opportunities for improvement, and providing actionable feedback to support the Customer Service Team.

ESSENTIAL FUNCTIONS

• The Customer Interaction Business Analyst will be responsible for monitoring, evaluating, and ensuring the quality of customer interactions across phone calls, emails, and case handling, identifying opportunities for improvement, and providing actionable feedback to enhance overall service delivery.
• Analyze customer service interactions across multiple channels, assess adherence to established quality standards, and develop strategies to optimize agent performance, drive customer satisfaction, and contribute to continuous process improvements by providing valuable feedback and data.
• Review and assess agent performance in managing customer inquiries, ensuring all interactions meet or exceed company quality benchmarks, and collaborate with internal teams to implement improvements that foster excellence in customer support.
• Collect, analyze, and manage performance data related to quality assessments, utilizing insights to identify trends, recommending changes, and drive enhancements in customer service experience.
• Collaborate with cross-functional teams to align efforts towards achieving shared goals for addressing customer inquiries, enhancing overall customer service, and acting as the voice of the customer to inform and shape strategy.
• Contribute to creating a best-in-class customer experience across all touchpoints, focusing on process optimization and quality enhancements.
• Performs other duties, as required.

REQUIRED EDUCATION AND EXPERIENCE

• Bachelor’s degree, preferably in a Business, Data or related field of study
• Some experience with/conceptual understanding of Microsoft Power BI, Tableau, Looker, or any other data visualization tool.
• Some previous experience as a Business Analyst: Project Scoping, Business Requirements development, Test Cases etc.
• Some knowledge of Shipping/ Supply Chain / Logistics / Integrations
• Strong communication and interpersonal skills to effectively collaborate with stakeholders at all levels of the organization

REQUIRED SKILLS AND ABILITIES

• Strong Analytical Skills – Ability to analyze large volumes of customer interaction data, identify trends, and derive actionable insights to improve service quality
• Attention to Detail – Meticulous in reviewing customer interactions across phone, email, and case channels to ensure adherence to quality standards and identify areas for improvement.
• Excellent Communication Skills – Clear and concise in providing feedback to agents, presenting findings to stakeholders, and collaborating with cross-functional teams.
• Customer-Centric Mindset – Ability to understand customer needs and concerns, acting as the voice of the customer to guide service improvements and strategies.
• Time Management – Ability to prioritize and manage multiple tasks simultaneously, ensuring deadlines are met and quality standards are consistently maintained.
• Adaptability and Flexibility – Comfortable adjusting to evolving customer service requirements, technologies, and business needs.
• Technical Proficiency – Comfortable with Microsoft Office Suite (Excel, Word, PowerPoint) and other tools for data analysis, reporting, and presentation.
• Knowledge of Quality Assurance Standards – Familiarity with industry best practices and company-specific quality benchmarks for customer interactions.
• Excellent communication and collaboration skills.

PHYSICAL DEMANDS

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at a time

WORK AUTHORIZATION

• Authorization to work in the U.S

What We Offer

• Health Insurance
  
• Dental & Vision Insurance
  
• Life Insurance: one-time annual salary up to $50,000
  
• Long Term Disability Insurance
  
• Paid Parental Leave
• Business Travel Insurance
  
• Flexible Spending Accounts - (Health, Dependent Care, Transit/Parking)
  
• Supplemental Life, Accident, Critical Illness and Hospital Indemnity Plans

You will also have access to additional benefits, effective day one:

• Short Term Disability Insurance
• 401K Plan – 3% Safe Harbor Contribution with option for additional 3% employer match.
• Wellness Program initiatives / Free MSC Partner Subscriptions with Calm
• Partner Discount Programs with MSC Cruises, Apple, Dell, Nissan, Whirlpool, AT&T, Pets Best and others.

About Mediterranean Shipping Company (MSC)

Mediterranean Shipping Company (MSC), headquartered in Geneva, Switzerland, is a global leader in transportation and logistics, privately owned and founded in 1970 by Gianluigi Aponte. As one of the world’s leading container shipping lines, MSC has 675 offices across 155 countries worldwide, with the MSC Group employing over 200,000 people. The company has evolved from a one vessel operation into a globally respected business with a fleet of 800 vessels that provides timely delivery of goods and services to customers of all industries and sizes. With access to an integrated network of road, rail, air, and sea transport resources which stretches across the globe, the company prides itself on delivering global service with local knowledge. MSC’s shipping line sails on 300 trade routes and calls at 520 ports, carrying some 22.5 million TEU (twenty-foot equivalent units) annually. For more information, visit MSC Mediterranean Shipping Company

Mediterranean Shipping Company (USA) Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type including but not limited to characteristics protected by federal, state or local laws.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at US038-Humanresourcesusa@msc.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.