Customer Experience Quality and Experience Analyst

Key Responsibilities

• Quality Assurance & Monitoring
  • Monitor customer interactions across all channels (calls, email, chat, Viber, social media, and tickets) to ensure compliance with CX standards and service guidelines.
  • Conduct regular quality audits, case reviews, and service evaluations using defined QA scorecards.
  • Identify service gaps, recurring errors, and deviations from approved processes or scripts.
  • Ensure proper handling of escalations, sensitive cases, and customer complaints from a quality perspective.
• Customer Feedback & Experience Analysis
  • Analyze customer feedback from surveys, NPS, CSAT, complaints, and online reviews.
  • Identify trends, root causes, and experience pain points across the customer journey.
  • Translate customer insights into actionable recommendations for CX operations and leadership.
• Reporting & Performance Insights...