Customer Experience Analyst
TELUS Digital Quezon City Full-time
Overview:
The Customer Experience Analyst conducts transaction monitoring of frontline agent's calls, e-mails, chat or any back office work and root cause analysis with the aim of helping Contact Center Operations in driving the consistency of quality assurance and excellent customer experience to maintain client confidence and loyalty.
- Checks Customer Service Quality: Monitors and audits transactions to ensure they meet quality standards and aim for excellent customer service.
- Creates Customer Reports: Generates and updates reports on customer experience using various data sources for analysis and improvement.
- Analyzes Data for Improvement: Reviews customer experience data to identify areas needing improvement and recommends actions to boost performance.
- Flags Issues and Non-Compliance: Investigates complaints and deviations from standards, suggests fixes, and reports serious issues to team leaders.
- Participates in Calibration and Listens to Calls: Helps ensure consistent quality evaluations and builds a library of calls for training and learning.
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