Consumer Experience Analyst

Ear Professionals International LLC• US,

1d•$60,000 - $85,000

About The Position

Ear Professionals Group is a national leader in hearing healthcare with more than 25 years of experience serving members and providers across the country. We are committed to delivering high-quality hearing solutions, exceptional service, and a people first experience for our teams, partners, and members. Our work is guided by strong partnerships, a focus on innovation, and a people centered approach that shapes how we support both our members and each other. If you want to join a mission driven organization where your work has a meaningful impact, Ear Professionals Group is a great place to grow. Supports quality and performance improvement initiatives by analyzing operational and customer experience data, identifying trends and root causes, delivering actionable insights, and partnering with leadership, training teams, and frontline staff to enhance service quality, compliance, and overall performance.

Requirements

Bachelor’s degree OR 3+ years of experience in one or more of the following areas: Data analysis, Call Center auditing, Call Center reporting, Mentoring, training or supervisory experience
Average level of proficiency with MS Excel
Excellent verbal and written communication and presentation skills
Ability to problem solve including multiple priorities and research conflicting and/or inaccurate data
Ability to solve moderately complex problems on own initiative

Nice To Haves

Degree in Business, Marketing, Communications, Finance, Math, Health Administration or related field
Direct healthcare experience with a focus on Hearing Health
Strong critical thinking skills including problem solving, decision making and analysis
Prior experience using call center data and reporting
Experience working with virtual teammates and stakeholders
Experience using dashboards in XM Discover

Responsibilities

Utilize XM Discover and other reporting tools to analyze call quality, operational, and customer experience data to identify trends, emerging issues, and performance opportunities.
Perform root cause analysis on quality findings and performance metrics to identify opportunities for targeted coaching, training, and process improvement.
Develop, maintain, and communicate quality, performance, and trend reporting
Provide actionable recommendations to leadership, supervisors, and training teams to reduce errors and improve process and performance.
Collaborate with call agents and their supervisors to determine areas for improvement and education opportunities.
Act as a resource and mentor to others.
Serve as a key resource with the training team for call team utilization of SOPs and educational/training classes.
Complete closed loop follow up with members or providers when required.
Coordinates work activities with peers or team members.
Plans, prioritizes, organizes and completes work to meet established objectives.