Customer Insight Analysis Coordinator

 BASIC PURPOSE:
This position is responsible for observing sales and service contacts (phone, email, chat, SMS), to report how well Customer Care performs against a stated standard and ensure customers receive exemplary service in the most efficient manner. This position will use voice and data monitoring to identify, develop, document, report and apply Customer Satisfaction and Business Compliance standards. The position includes analysis of data with a focus on problem-solving and helps ensure NMD customers receive the service experience established for the business.

KEY RESULT AREAS:
• Evaluate and measure the customer experience provided to external customers through phone, email, chat and SMS using OARS (Observe, Analyze, Report, Solve) process
• Analyze and report data including trends and areas needing improvement from OARS evaluations
• Improve customers’ experience as measured by CIA observation results and analytics
• Collaborate and reduce customer friction through root cause identification and problem solving


RESPONSIBILITY:
• Assess and evaluate calls/emails/chats/SMS as assigned
• Escalate pertinent customer experience issues per internal company procedures
• Participate in regularly scheduled calibration sessions
• Take actions when needed to ensure customer care is delivered as expected
• Identify areas of improvement needed and deliver solutions


SKILLS/EXPERIENCE REQUIRED:
• Minimum 3 years of experience in Quality Assurance or Customer oriented position
• Able to demonstrate an understanding of excellent customer service and selling skills (to include behavioral attributes)
• Able to demonstrate a high level of professionalism and confidentiality
• Able to meet deadlines, multi-task and prioritize to achieve desired results
• Strong interpersonal, verbal and written communication skills
• Maintains a high level of energy and enthusiasm and ability to cope with pressure in an exciting, fast paced work environment
• Analytical skills and attention to detail
• Strong PC skills, to include Excel
• Able to self-manage day-to-day responsibilities, problem solve independently and exercise good judgment in an impartial, consistent and empathetic manner

ADDITIONAL BEHAVIORAL ATTRIBUTES:
• Open minded, collaborative, team player
• Adaptable to change
• High level of integrity and accountability
• Relationship builder and strength in cross organizational networking
• Ability to diagnose root cause of problems and determine cause and effect relationships to resolve, provide recommendations and solutions