Role Description

The Customer Interactions Analyst is a pivotal member of the Customer Operations Support Team, responsible for driving operational excellence and ongoing improvement of customer interactions. This role involves close collaboration with agents, supervisors, and external partners to monitor performance, ensure effective communication, and implement best practices that enhance the overall customer experience. Customer Interaction Analysts act as a liaison across teams, promoting operational efficiency, resolving issues, and fostering a culture of continuous learning. This is a full-time remote opportunity.

Responsibilities

• Conducts regular check-ins with managers and supervisors to ensure adherence to established customer interaction policies and procedures, as well as to resolve any outstanding issues.
• Analyzes macro-level interaction data and utilizes these insights to strategically enhance the overall customer experience.
• Leverages dashboard analytics and generates performance reports for leadership and team members to drive enhanced customer service metrics.
• Leads coaching sessions with supervisors to review team progress and tackle ongoing challenges.
• Leads team sessions focused on sharing best practices and cultivating a culture of continuous improvement.
• Sends general process reminders to maintain adherence to operational standards and procedures.
• Reviews disputed calls, provides detailed findings, and adjusts the scoring model to ensure fairness and accuracy.
• Monitors supervisor channels and individual chats to stay informed about team activities and address concerns proactively.
• Facilitates huddles with supervisors to discuss team progress, challenges, and opportunities for improvement.
• Leads team sessions to reinforce best practices and support continuous improvement initiatives.
• Reviews customer interactions findings and delivers agent coaching packages to supervisors for performance development.
• Sends weekly process reminders to uphold operational standards across the team.
• Reviews, addresses, and closes disputes as needed with technology teams and external vendors, as appropriate.
• Develops and articulates actionable coaching plans for supervisors based on data analysis, ensuring they can implement strategies effectively.
• Proactively anticipates ways to improve customer experience by leveraging data insights and identifying opportunities for process enhancements.
• Drives customer experience coaching tailored to achieving key performance indicators (KPIs), focusing on metrics such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT).
• Informs supervisors of any updates or changes to procedures or operational processes.
• Arranges and coordinates calls between internal and vendor technology teams and supervisors to resolve specific issues and support collaborative problem-solving.
• Monitors supervisor huddles and coaching sessions to evaluate quality and offer constructive feedback.
• Assists with access issues related to data analytics tools dashboards as needed.
• Performs other duties as needed.

Qualifications

• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences, or similar vocations, typically obtained through the completion of a four-year bachelor's degree program or an equivalent combination of education and experience.
• Normally requires four (4) to five (5) years of directly related and progressively responsible experience.
• Prior experience in master data management or the healthcare industry is preferred.
• 5 plus years of experience using BI and analytic tools such as PowerBi, Tableau, or Medallia.
• 5 plus years collaborating with cross-functional teams in a regulated global environment driving measurable improvements to customer service and support.
• Demonstrated capability to effectively facilitate meetings, huddles, and coaching sessions, fostering active participation and supporting professional development.
• 5 plus years of experience with process improvement and change initiatives within a customer operations environment.
• 5 plus years of experience in data evaluation, including root cause analysis and utilizing data-driven insights to effectively communicate findings.

Skills and Knowledge

• Demonstrate strong communication and organizational skills, with a focus on customer satisfaction and problem-solving.
• Strong interpersonal and communication skills.
• Sound level of numeracy and demonstrated attention to detail.
• Strong time management and organizational skills.
• Excellent written and verbal communication skills.
• Problem-solving skills.
• Demonstrated ability to work flexibly within tight time schedules and in accordance with variable workload demands.
• Proficiency with advanced performance management tools and data analytics platforms, such as Etech/QEval, to drive informed decision-making and operational excellence.
• A calm and customer-focused approach.
• Ability to use initiative.

Benefits

• Compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day.
• Traditional offerings like medical, dental, and vision care.
• Comprehensive suite of benefits focusing on physical, emotional, financial, and social aspects of wellness.
• Support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
• Variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.