Customer Experience Analyst

This is a fully remote position, open to applicants in Texas.

📋 Description

• Assess the preparedness of conventional IVR and generative AI agent systems by conducting simulated test calls and offering actionable feedback.

• Execute comprehensive annotations to comprehend customer intents, evaluate AI understanding, enhance self-service processes, and review agent performance.

• Examine extensive datasets and conversational call flows to identify trends, highlight pain points, and drive improvements in overall customer experience.

• Convert data into clear, actionable insights and present compelling, data-driven findings to stakeholders and executive teams.

• Set up and manage a third-party analytics tool to extract insights, oversee daily KPI dashboards, and proactively notify clients of any unexpected changes in metrics.

• Collaborate with Project Managers, Team Leads, and Professional Services to strategize and resolve complex customer journey challenges.

⛳️ Requirements

• Fluency in written and spoken French or German.

• Strong analytical and problem-solving skills.

• Proficient in summarizing, analyzing, and extracting trends from complex datasets using Microsoft Excel, Google Sheets, Numbers, or similar software.

• Familiarity with basic Excel formulas and the utilization of pivot tables.

• Exceptional verbal and written communication abilities.

• Skilled in creating presentations using PowerPoint or Keynote.

• Experience in delivering focused presentations via phone, video, or in person.

• Strong attention to detail.

• Capability to excel and collaborate effectively within a fast-paced, remote team environment.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Flexible working hours and remote work options.

• Professional development opportunities and training programs.

• Comprehensive health and wellness benefits.

• Collaborative and inclusive work culture.