Customer Experience Quality Analyst III

Andersen Corporation • Oak Park Heights, MN

7d

About The Position

POSITION SUMMARY: This position is responsible for leading initiatives to elevate customer experience through advanced quality oversight, analytics, and continuous improvement. The Customer Experience Quality Analyst III serves as a senior subject-matter expert, partnering with leadership across multiple business units to define, influence, and execute quality assurance standards that drive organizational excellence. This position manages complex, multi-phase projects; leads calibration programs; develops quality frameworks; and identifies emerging trends that impact customer satisfaction and operational effectiveness. The role provides strategic insights and recommendations to senior leadership and plays a critical role in shaping the future direction of customer interaction quality, operational performance, and experience optimization.

Requirements

• Bachelor's degree or equivalent experience in quality assurance, customer experience, business, or related field.
• 5+ years of experience in customer experience, quality assurance, business analysis or related field.
• Demonstrated expertise in leading customer experience/QA programs.
• Advanced experience conducting and leading calibration efforts
• Strong analytical and problem-solving skills with the ability to interpret datasets.

Nice To Haves

• Excellent communication and interpersonal skills capable of influencing stakeholders at all levels.
• Proficiency in customer satisfaction metrics (CSAT, NPS, CES) and quality measurement frameworks.
• Advanced skills in analytics tools, Microsoft Windows and CX/QC platforms.
• Ability to thrive in a fast-paced environment and lead initiatives with minimal supervision.

Responsibilities

• Lead quality monitoring and evaluation.
• Oversee and conduct advanced assessments of customer interactions across all channels.
• Utilize advanced scorecards, analytics tools, and behavioral insights to evaluate performance and identify systemic trends
• Lead quality programs, coaching frameworks, and feedback strategies.
• Design, enhance, and oversee coaching and development programs for CX leaders and agents.
• Provide insights and recommendations to support organizational improvement and customer experience goals.
• Develop and manage analytics and reporting programs.
• Create and automate high-value dashboards.
• Present findings to leadership and recommend actionable strategies.
• Lead cross-functional initiatives and quality assurance governance.
• Serve as a senior representative in cross-departmental efforts.
• Drive updates to QA methodologies, calibration models, evaluation criteria, and compliance frameworks.
• Facilitate advanced calibration programs.
• Lead calibration sessions with teams across CX to ensure consistency, fairness, and alignment with quality standards.
• Provide consultation to leadership and senior stakeholders.
• Advise leaders on quality trends, customer pain points, and performance risks.
• Recommend strategic solutions to support continuous improvement.
• Serve as a senior advocate for the customer experience.
• Champion initiatives and maintain strong awareness of industry standards, emerging technologies, and customer expectations.
• Support innovation and process improvement.
• Identify and lead process improvement opportunities that improve efficiency and customer satisfaction.

Benefits

• 401 (k) Plan, Employer Fixed Contributions & Company Matching
• Profit Sharing
• Medical, Dental and Vision Coverage
• Flexible Spending Accounts (FSAs), Health Savings Account (HSA) and Health Reimbursement Account (HRA)
• Life Insurance
• Paid Time Off & Paid Holidays
• Paid Maternity Leave & Paid Parental Leave
• Career Growth Planning & Nationwide Career Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees