Customer Experience Analyst

Position Summary The Customer Experience Analyst maintains the firm’s reputation by assisting in the call quality assurance process. They have an oversight into customer interactions & give the call center key insights into qualitative metrics into agent performance. Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Maintain a working knowledge of all federal, state, and local laws and regulations governing debt collection
• Maintain a working knowledge of current client requirements
• Listen to a high volume of recorded collection calls for internal quality assurance
• Evaluate calls for regulatory compliance and adherence with client requirements
• Providing positive and negative feedback and reporting findings to the Customer Experience Manager
• Assist with tracking trends within the quality assurance process and other customer experience insights
• Collaborate with Training & Compliance to bring awareness to process gaps, necessary policy updates, and deliver targeted developmental insights for the firm
• All other duties as assigned

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Ability to work efficiently with excellent attention to detail in a high-volume fast paced environment
• Minimum of two years' general office, outbound call center, call monitoring, or quality assurance experience
• Effective oral and written communication skills with knowledge of correct grammar, spelling, and punctuation usage
• Proficient in Microsoft Office applications such as Word, Excel, and Power Point; ability to operate basic office equipment such as a copy machine, fax machine, printer, scanner, and computer; proficient with internet research
• Ability to multi-task and manage time effectively
• Ability to be flexible to adapt and act quickly when urgent matters require it
• Ability to work and maintain patience with diversified individuals of various ethnic backgrounds and professional competencies

Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. Note This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.