CX Analyst

Job Summary

The CX Analyst for PapaCall plays a pivotal role in enhancing customer satisfaction and operational efficiency. This position focuses on analyzing customer interactions, feedback, and order processing data to identify trends, bottlenecks, and opportunities for improvement. The CX Analyst collaborates with cross-functional teams to implement data-driven solutions that enhance the customer journey, streamline inbound order operations, and ensure adherence to service level agreements (SLAs). 

Duties & Responsibilities (other duties as assigned)

• Analyze inbound order center performance metrics, including call handling times, conversion rates, and customer satisfaction scores, to identify areas for improvement.
• Monitor customer interactions to assess service quality, adherence to company policies, and alignment with customer experience goals.
• Develop actionable insights and recommendations to optimize workflows and enhance customer satisfaction.
• Collaborate with operations, training, and quality assurance teams to implement process improvements and training initiatives.
• Create and maintain reports and dashboards to track performance trends, measure the impact of implemented strategies, and pull data to verify monthly invoicing.
• Manages vendor relationships for voice services vendors
• Knowledge of IVR and telecom set up to ensure moves, add, change, disconnect are completed and tracked/troubleshot as needed.