Customer Service Analyst II
Core
SME for call center operations, quality control, and training development to improve customer service efficiency and quality.
Role type
Customer Service Analyst II
Builds
Training materials and process improvements for call center operations
Domain
Insurance / Customer Service Operations
Deliverable
dashboards & analysis
Required skills
Customer Experience Management, Performance Management, Stakeholder Relationship Management, Policy Interpretation, Training Development
Responsibilities
Coordinate with call center operations and quality control teams to improve efficiencies; Assist in development and dissemination of training materials; Provide professional assistance and resolution for escalated/supervisor calls; Answer complex customer inquiries and respond to high volume of internal and external requests; Provide support for questions from customer service specialists; Guide team members on research processes for specific cases.