Job Req ID: 29956Job Summary:The Service Quality & Customer Experience Analyst supports global Service Operations by evaluating service quality, customer interactions, process compliance, and operational performance. This role will identify trends and improvement opportunities and partner with operational teams to strengthen service consistency and the customer experience.
This role can be based out of CA, NV, UT, AZ and TX.
Essential Duties and Responsibilities:Includes the following essential duties and responsibilities (other duties may also be assigned):- Develop and support quality assurance standards, scorecards, and evaluation processes.
- Review service interactions and case activity for quality, accuracy, compliance, and customer experience.
- Analyze quality trends, customer feedback, SLA performance, and operational metrics.
- Identify recurring service gaps and recommend corrective actions.
- Develop dashboards and reporting for quality and customer experience performance.
- Partner with Service Operations, Training, PMO, and regional teams on improvement initiatives.
- Support coaching and training needs identified through quality analysis.
- Use Salesforce Service Cloud data to evaluate service performance and process adherence.
Qualifications:- Bachelor's degree or equivalent relevant experience.
- 5+ years of quality assurance, customer experience, service operations, or related experience.
- Experience developing or administering QA programs, scorecards, or performance metrics.
- Strong analytical and reporting skills.
- Salesforce Service Cloud experience preferred.
- Excellent communication, organization, and problem-solving skills.
Salary Range$115,000 - $135,000
The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.
