Service & Experience Analyst

About the position

The Service and Experience Analyst will work on critical and timely quality, speech analytics, customer satisfaction, and product and service efforts to evaluate and recommend training and process updates, business process solutions and enhancements, operational improvements to customer services and sales processes, assess new corporate technologies and initiatives, and execute against the quality feedback loop into change management, training, analytics, and process to drive continuous improvement.

Responsibilities

• Lead quality, customer insights and analysis efforts by using data mining tools, while collaborating closely with other analytics and operations teams.
• Identify new opportunities and processes that drive significant improvements in customer satisfaction, reduction in customer irritants and complaints, and better customer engagement.
• Identify new ways to leverage data and information to drive insights and better understand customer and employee experiences.
• Assist in predictive modeling.
• Leverage analytics and process improvement methodologies (Six Sigma, LEAN) to provide a data-driven approach to improvements.
• Provide fact-based, compelling recommendations to drive consensus and strategic alignment.
• Develop comprehensive pro-forma and cost benefit analysis to estimate net impact to initiatives.
• Design project and change management plans to monitor implementation progress.
• Present recommendations to Care, Field, NOC, Boss, CSO and Senior Leadership across the organization.
• Promote a risk-aware culture and ensure efficient and effective risk and compliance management practices.

Requirements

• High School Diploma or GED.
• Bachelor's degree in a quantitative discipline strongly preferred.
• Two (2+) years of speech, analytics/speech recognition or equivalent in a business analyst role preferable with Verint and Nice suite of tools.
• Two (2+) years of call center operations or operational analyst experience.
• Two (2+) years of experience with customer facing and project coordination.
• Ability to analyze structure and unstructured data to isolate issues, identify trends, develop solutions and prioritize opportunities.
• Critical thinking skills and ability to make a judgment of where and how to mine data.
• Ability to clearly communicate results in verbal and written forms, including presentation format.
• Must be team and relationship oriented, collaborative and willing to advocate and articulate opinions.
• Ability to work in a cross-cultural and cross-functional, fast-paced, multi-tasked, high-energy environment.
• Ability to identify root cause to drive continuous process improvement.
• Project management skill set.
• Experience with quality, post call, speech analytics preferred.
• Excellent negotiating, consensus building and conflict resolution skills.
• Excellent organizational skills.
• Experience in preparing written project status reports and executive briefings preferred.
• Ability to collaborate and build relationships with a diverse set of business partners.

Nice-to-haves

• Technical proficiency in SQL, SAS and Tableau preferred.
• Background in process improvement and/or project management.

Benefits

• Competitive Compensation.
• Annual merit increases and annual bonus plan available.
• Currently offering a $5,000 restricted stock grant.
• Medical, dental, and vision insurance, and 401k with a company match.
• Paid time off, paid holidays, and tuition reimbursement.
• Significant discounts on broadband packages for employees residing in our service areas.