Customer Experience Analyst
Core
Partner with business leaders to improve compliance, quality management, and customer outcomes across voice, digital, and AI customer interactions.
Role type
Customer Experience Analyst (Quality & Compliance)
Builds
Quality assurance processes, coaching programs, and AI interaction controls for customer service operations.
Domain
Customer Service / Quality Assurance / AI Operations
Deliverable
dashboards & analysis
Required skills
Quality management, stakeholder engagement, AI tool usage, data analysis, coaching, regulatory compliance, risk management, policy interpretation
Preferred skills
Call center experience, customer service delivery
Technologies
AI tools, internal quality management systems, call-flow analysis platforms
Responsibilities
Conduct human and AI customer interaction reviews; coach agents and team leaders on performance; identify opportunities to improve human and AI interactions; evaluate and report on customer interaction trends; review agentic AI interactions for quality and compliance; maintain understanding of legislation and internal policies; log and track issues; contribute to process improvement ideas.
Seniority
Mid-level, hands-on IC