What are the responsibilities and job description for the CP QA Analyst position at The Exchange?
Job Description
Analyzes customer and contact center agent interactions utilizing customer data and speech analytics solutions in order to enhance the customer experience.
Job Grade
3
Job Tier
2
Career Area
Retail Specialist
Supervisor
No
Job Qualifications
Two years of customer service, customer relations or retail operations experience required. Prior experience in a call center environment preferred.
Or
Bachelor's degree.
Degree (one Of)
$44,704.00
Major Duties
Analyzes contact center agent speech patterns and trends to provide insights and actionable recommendations in the areas of customer experience, risk management, operational efficiency and coaching. Reviews agent calls for multiple lines of business in order to provide a superior customer experience.
Analyzes customer call patterns, identifies and aligns insights with speech studies and documents findings and trends. Utilizes customer data and analytics tools to identify calls for targeted purposes such as operational effectiveness, customer effort, legal, risk or quality control. Provides recommendations of process improvements and enhancements that will positively impact customer experience.
Assists with modifying speech searches for customer contact agent scorecards to ensure business objectives are met. May support projects that aid in the initiatives of the quality assurance program. Provides ad-hoc call analysis.
Performs other duties as assigned.
Job Type
Management
Number of Positions Remaining
1
Analyzes customer and contact center agent interactions utilizing customer data and speech analytics solutions in order to enhance the customer experience.
Job Grade
3
Job Tier
2
Career Area
Retail Specialist
Supervisor
No
Job Qualifications
Two years of customer service, customer relations or retail operations experience required. Prior experience in a call center environment preferred.
Or
Bachelor's degree.
Degree (one Of)
- BACHELORS DEGREE - Preferred
- BUS ADMIN/MGMT - Preferred
- Work Schedule – Onsite
- PCS Not Authorized/LSP Not Authorized
- CONTACT CENTER DATA ANALYTICS SOFTWARE - Preferred
$44,704.00
Major Duties
Analyzes contact center agent speech patterns and trends to provide insights and actionable recommendations in the areas of customer experience, risk management, operational efficiency and coaching. Reviews agent calls for multiple lines of business in order to provide a superior customer experience.
Analyzes customer call patterns, identifies and aligns insights with speech studies and documents findings and trends. Utilizes customer data and analytics tools to identify calls for targeted purposes such as operational effectiveness, customer effort, legal, risk or quality control. Provides recommendations of process improvements and enhancements that will positively impact customer experience.
Assists with modifying speech searches for customer contact agent scorecards to ensure business objectives are met. May support projects that aid in the initiatives of the quality assurance program. Provides ad-hoc call analysis.
Performs other duties as assigned.
Job Type
Management
Number of Positions Remaining
1
Salary : $44,704
