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Quality and Customer Experience Analyst in Augusta, GA at WOW!

Date Posted: 6/5/2019

Job Snapshot

  • Employee Type:
  • Location:
    Augusta, GA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Service and Experience Analyst


The Service and Experience Analyst will work on critical and timely quality, speech analytics, customer satisfaction, and product and service efforts to evaluate and recommend training and process updates, business process solutions and enhancements, operational improvements to customer services and sales processes, assess new corporate technologies and initiatives, and execute against the quality feedback loop into change management, training, analytics, and process to drive continuous improvement.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

  • Lead quality, customer insights and analysis efforts by using data mining tools, while collaborating closely with other analytics and operations teams to best leverage information from Speech Analytics, Customer Surveys (CSAT, NPS, FCR), Quality Monitoring and other external feedback tools

  • Identify new opportunities and processes that drive significant improvements in customer satisfaction, reduction in customer irritants and complaints, and better customer engagement

  • Identify new ways to leverage data and information to drive insights and better understand customer and employee experiences by interpreting structured and unstructured customer feedback and translating the information to business cases and storylines

  • Assist in predictive modeling

  • Leverage analytics and process improvement methodologies (Six Sigma, LEAN) to provide a data-driven approach to improvements

  • Provide fact-based, compelling recommendations to drive consensus and strategic alignment

  • Develop comprehensive pro-forma and cost benefit analysis to estimate net impact to initiatives

  • Design project and change management plans to monitor implementation progress

  • Present recommendations to Care, Field, NOC, Boss, CSO and Senior Leadership across the organization

  • Promote a risk-aware culture and ensure efficient and effective risk and compliance management practices by adhering to required standards, processes and compliance

  • Other duties as assigned



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • High School Diploma or GED

  • Bachelor's degree in a quantitative discipline strongly preferred


Experience/Skills Needed:

  • Two (2+) years of speech, analytics/speech recognition or equivalent in a business analyst role preferable with Verint and Nice suite of tools.

  • Two (2+) years of call center operations or operational analyst experience

  • Two (2+) years of experience with customer facing and project coordination

  • Ability to analyze structure and unstructured data to isolate issues, identify trends, develop solutions and prioritize opportunities to drive fact based business decision making and overall process improvement

  • Critical thinking skills and ability to make a judgment of where and how to mine data, its level of accuracy, and the treatment needed to convert it to relevant information

  • Ability to clearly communicate results in verbal and written forms, including presentation format

  • Must be team and relationship oriented, collaborative and willing to advocate and articulate is/her opinion while maintaining flexibility to incorporate multiple stakeholders across the organization, points of view

  • Ability to work in a cross-cultural and cross-functional, fast-paced, multi-tasked, high-energy environment, displaying creative and analytical problem solving skills

  • Ability to identify root cause to drive continuous process improvement

  • Project management skill set

  • Experience with quality, post call, speech analytics preferred

  • Excellent negotiating, consensus building and conflict resolution skills

  • Excellent organizational skills

  • Experience in preparing written project status reports and executive briefings preferred

  • ability to collaborate and build relationships with a diverse set of business partners at different levels of seniority, and provide thought leadership, impacting project recommendations through evidence-based decision making.

Computer Skills:

  • Proficient in Google suite of products, in addition to Microsoft Office (Excel, Access, Word)

  • Technical proficiency in SQL, SAS and Tableau preferred, as well as a background in process improvement and/or project management

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Regularly required to talk and hear

  • Required to use hands to type, handle objects and paperwork

  • Required to use close vision and be able to focus

  • Use of PC, computer over 5 hours a day

  • Must be able to perform computer functions and operate routine office equipment

  • Must be able to travel to market locations on occasional basis

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Religion/Gender Identity employer