Sr. Customer Care Representative
Core
Senior Customer Care Representative focused on Business Analysis & Quality Insights, turning customer care data into actionable insights to improve operational performance and service quality.
Role type
Senior IC business analyst (customer care operations)
Builds
Operational reports, dashboards, leadership presentations, and data-driven improvement recommendations
Domain
Customer care operations / Business analysis
Deliverable
dashboards & analysis
Required skills
Business analysis, root-cause analysis, data interpretation, trend identification, report building, quality evaluation, stakeholder communication, Microsoft Excel, contact center KPIs
Preferred skills
Quality assurance experience, Salesforce experience, contact center platform experience
Responsibilities
Analyze customer care performance data to identify trends and operational risks; Conduct quality evaluations of phone, email, and chat interactions; Handle complex escalations and document resolutions; Build operational reports and dashboards for leadership; Recommend coaching, training, or process corrections based on findings; Present data-driven recommendations to Customer Care leadership
Seniority
Senior, hands-on IC
