Customer Experience Quality Analyst

Pencor Services•Lehighton, PA

2d•Hybrid

About The Position

The Customer Experience Quality Analyst plays a critical role in elevating the voice of the customer across the organization. This position is responsible for owning the end-to-end customer survey program, transforming feedback into actionable insights, and driving continuous improvement in the customer journey. This role goes beyond data collection, it requires strong analytical thinking, customer empathy, and the ability to influence leaders through meaningful storytelling and root cause analysis. The ideal candidate is passionate about delivering exceptional experiences, strengthening our brand, and serving as a trusted advocate for both our customers and our teams. Success in This Role Looks Like Customer feedback is consistently reviewed, understood, and acted upon Leadership receives clear, actionable insights—not just data Root causes of customer pain points are identified and addressed Customer journeys are continuously improved based on real feedback Recognition of positive customer experiences becomes visible and consistent The Voice of the Customer becomes a trusted and influential driver of decisions Our Expectations This role is a visible representation of our brand and values. The Customer Experience Quality Analyst is expected to: Consistently demonstrate a positive, solutions-oriented mindset Act as an advocate for both the customer and the business Build trust through professionalism, accountability, and follow-through Show a genuine passion for serving our customers, teams, and communities This is an evolving role designed to grow alongside our customer experience strategy. As the foundation of this function is established, responsibilities may expand or shift to align with business needs, customer insights, and continuous improvement efforts.

Requirements

H.S. Diploma or G.E.D.
Established residency in Pennsylvania
Minimum 6 months customer service experience and/or tenure within BRC (Must be fully trained in Order Entry, Billing & Troubleshooting)
Current performance in good standing
Excellent understanding of Order Entry Processes (Once in role, candidate is required to learn ICOMS processes if they are not already proficient)
Proficiency with Microsoft Windows / Office Programs – Excel
Possess a customer-focused mindset with a passion for improving the customer experience
Strong Analytical and Problem-Solving Skills with experience in root cause analysis
Excellent Communication Skills - Oral and Written with the ability to influence at all levels
Ability to translate data into meaningful insights and actionable recommendations
Ability to portray a high level of professionalism, empathy, and emotional intelligence

Nice To Haves

Experience working in contact center operations, quality assurance, or customer experience preferred
Familiarity with survey tools (e.g., SurveyMonkey), CRM/Telephony systems (e.g., Zendesk & Five9), and reporting platforms (e.g., DOMO) is a plus
Knowledge of current monitoring and quality standards
Knowledge of VPI software preferred

Responsibilities

Own and manage all customer survey results, including CSAT and post-interaction surveys (calls, chats, and other channels)
Monitor survey feedback daily to identify trends, risks, and opportunities
Ensure timely and thoughtful follow-up with customers to close the loop on feedback and recover experiences when needed
Conduct direct outreach to customers based on survey feedback (both positive and negative experiences)
Demonstrate empathy, professionalism, and brand alignment in all customer interactions
Identify service recovery opportunities and ensure appropriate resolution and documentation
Conduct structured root cause analysis to uncover drivers behind customer feedback
Identify recurring themes impacting the customer experience across people, process, and technology
Translate insights into clear, actionable recommendations for improvement
Present Voice of Customer insights and RCA findings during leadership meetings
Provide clear, concise storytelling that connects customer feedback to operational impact
Act as a thought partner to leadership by recommending improvements and tracking progress
Collaborate and provide feedback on the design, implementation, and ongoing optimization of customer surveys
Partner cross-functionally (Operations, Quality, Marketing, Training) to ensure alignment and effectiveness
Continuously evaluate survey participation, quality of feedback, and overall program impact
Manage intake of customer compliments and positive feedback
Share recognition and kudos through designated internal channels (e.g., Slack)
Reinforce a culture of appreciation by highlighting behaviors that align with our brand and values
Assist with Corporate Escalations as needed, ensuring a consistent and professional customer experience
Support Quality Assurance efforts, including call monitoring and evaluations, during lower survey volume periods