Customer Service Client Analyst - Rio Grande Valley Tx (Harligen, TX)
What does a Client Analyst really do? Think of yourself as someone who will work alongside Team Leads, supporting Teammates with ways to improve the customer experience. We make sure we hire the best of the best, after all, we are a ridiculously good company so we make sure our employees are top-notch. So come on, now we need your full concentration because it’s time to imagine what it’s like being a Client Analyst.
As a Client Analyst, you will organize and implement a quality assurance platform to keep a record of KPIs: CSAT, quality scores, attendance, and productivity of all Teammates. You will audit interactions, report, analyze and present findings to campaign leaders and clients. You will also make recommendations for ways to improve upon the opportunities found and existing processes to improve the overall customer and employee experience., You will cultivate ongoing relationships through follow-ups, daily check-ins and collaborate on weekly reports with the operations leaders summarizing KPIs and identify areas for improvement.
Do you have what it takes to be a Client Analyst?
What are we looking for? Well since this is a Client Analyst role, we need someone with some relevant Client Analyst experience. Someone with a burning desire to analyze and uncover patterns in data that will influence process improvement. Exposure to quality tools is preferred.
Now let’s get technical. We’re looking for someone who is a confident communicator and is able to build rapport. Someone who has an adaptive capacity, and is a self-starter/initiator. Someone who is coachable, data/analytics-driven, focuses on quality/accuracy, and someone who is a critical thinker/problem-solver, and accountable. Knowledge of Power BI, Tableau, or other analytics platform is a plus.
What else? Well, we need someone who is proficient using helpdesk software (Salesforce, Zendesk and, Maestro experience is a plus). You also must be available to work weekends and holidays.