Customer Experience Analyst

Scott & Associates, PC • Plano, TX

11h • $20 - $25

About The Position

The Customer Experience Analyst supports the firm’s reputation by participating in call quality assurance. The role oversees customer interactions and provides the call center with qualitative insights into agent performance. The analyst reviews recorded collection calls for regulatory compliance and client requirements, shares feedback and findings with the Customer Experience Manager, and helps identify trends and process gaps. The role also collaborates with Training & Compliance to inform policy updates and provide targeted developmental insights.

Requirements

• At least two years of general office, outbound call center, call monitoring, or quality assurance experience.
• Ability to work efficiently with excellent attention to detail in a high-volume, fast-paced environment.
• Effective oral and written communication skills, including correct grammar, spelling, and punctuation.
• Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.
• Ability to operate basic office equipment, including a copy machine, fax machine, printer, scanner, and computer.
• Proficiency in internet research.
• Ability to multitask and manage time effectively.
• Flexibility to adapt and act quickly when urgent matters arise.
• Ability to work patiently with individuals of diverse ethnic backgrounds and professional competencies.

Responsibilities

• Maintain working knowledge of federal, state, and local laws and regulations governing debt collection.
• Maintain working knowledge of current client requirements.
• Listen to a high volume of recorded collection calls for internal quality assurance.
• Evaluate calls for regulatory compliance and adherence to client requirements.
• Provide positive and negative feedback and report findings to the Customer Experience Manager.
• Assist with tracking trends in quality assurance and other customer experience insights.
• Collaborate with Training & Compliance to raise awareness of process gaps, necessary policy updates, and targeted developmental insights.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed