Customer Service Client Analyst - Tijuana
What does a Client Analyst really do? Think of yourself as someone who will work with Team Leads and Teammates on ways to improve the customer experience using data, so not everyone can qualify for this role. We make sure we get 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 a quality assurance platform to keep a record of KPIs: CSAT, quality scores, attendance, and productivity of all Teammates. You will listen to calls, read emails, and review chats daily to ensure teammates are following policies and offering excellent service. You will make recommendations about process and data driven improvements. You will cultivate ongoing team relationships through follow-ups and daily check-ins. You will also collaborate on weekly reports with the operations leaders summarizing weekly KPIs and identify areas for improvement.
Do you have what it takes to be a Client Analyst?
What is it we’re looking for? Well since this is a Client Analyst, we need someone with some relevant Client Analyst experience. Someone with a burning desire to 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 experience is a plus). You also must be available to work weekends and holidays.