CX Analyst Apprentice

Position Purpose:
The CX/QA Analyst is responsible for evaluating and providing individual and client performance feedback to Center Operations and to support the development and maintenance of a high level of quality.
Essential Functions and Responsibilities:
Monitor, analyze, and evaluate performance of newly hired and existing employees. Consult and partner with Project Coaches to provide performance results/trends that enable the Project Coaches' ability to ensure consultants receive feedback on customer service techniques, systems operation, and policy/procedure/practices. Monitoring is accomplished by comparing performance against client and company requirements and specifically targeting individual behaviors for which the consultant is being coached. (70% of work time)
Evaluate individual and team results to identify specific opportunities and periodically meet with Coaches to provide consultation, working together to plan monitoring strategy and validate Consu...