Found Description
Job Description
We are looking for a leadership-oriented and self-motivated Lead‑Customer Experience/Quality Analyst to join our team.
Role Overview
- The Customer Experience Analyst is responsible to complete the Customer Experience (CX) observations required using the form that was designed for the program.
- Champions Customer Experience initiatives and actions for assigned teams to ensure continuous improvement.
- Deliver team‑level analysis to assigned team/s and identify opportunities to improve Customer Experience performance (CSAT, Issue Resolution, ASAT).
- Drive better quality of customer interactions and processes that will lead to customer satisfaction through proper identification of defects and root causes.
Roles and Responsibilities
A. CE Team Delivery
- Improve team performance on Customer Experience metrics (CSAT, Issue Resolution, ASAT) through CE observations a...