Senior Customer Service Analyst - Remote

Overview

The Senior Customer Service Analyst role focuses on supporting contact center leadership through data analysis and quality assurance to enhance customer experience.

In Short

• Support contact center operations with quality assurance and data analysis.
• Mine data from various sources to inform leadership decisions.
• Assess quality of services and personnel through data analysis.
• Develop corrective action plans for continual improvement.
• Create and maintain Standard Operating Procedures (SOPs) and quality scorecards.
• Work collaboratively with multiple care centers for lessons learned.
• Manage contact center quality programs and metrics.
• Utilize MS Office and contact recording systems.
• Communicate effectively with team members and management.
• Adapt to remote work requirements and maintain productivity.

Requirements

• 10+ years of contact center experience.
• 5+ years in quality program development.
• 2+ years in a supervisory role managing teams.
• High School Diploma required; Bachelor’s preferred.
• Proficiency with MS Office tools.
• Knowledge of quality assurance and continuous improvement concepts.
• Ability to work independently in a remote setting.
• Strong problem-solving and critical thinking skills.
• Excellent communication skills, both oral and written.
• Ability to manage multiple tasks under time pressure.

Benefits

• Flex work week options.
• 401K with company match.
• Comprehensive health and wellness packages.
• Professional growth opportunities, including paid education.
• Paid vacation and holidays.
• Paid Family Leave program.
• Short and long-term disability benefits.
• Life and accidental death insurance.
• Competitive Total Rewards package.
• Opportunity to work with cutting-edge technology.