Customer Experience & Quality Analytics Supervisor

Tasks

• Analyze CSAT NPS FCR and customer effort
• Apply Agile Lean Six Sigma and Kaizen to drive continuous improvement
• Build dashboards and analytics for CX insights
• Coach and develop team using performance data
• Consolidate quality data and voice of customer metrics
• Execute automated quality management strategy
• Identify customer friction trends and root causes
• Leverage Salesforce Experience Cloud
• Leverage Salesforce Service Cloud
• Manage day to day service levels and quality outcomes
• Resolve systemic CX issues cross functionally
• Run 1 on 1 coaching and performance reviews
• Set measurable CX quality expectations
• Supervise CX analysts
• Support automation and AI enabled analytics
• Track sustained improvement over time
• Translate analytics into improvement actions
• Visualize CX measurement data

Perks/Benefits

• N/A

Skills/Tech-stack

Agile | Analytics | Artificial Intelligence | Automated Quality | Automated Quality Management | Automation | Customer Effort Score | Customer Satisfaction Score | Customer satisfaction | Dashboards | Data Visualization | Experience Cloud | First Contact Resolution | Kaizen | Lean Six Sigma | Net Promoter Score | Quality management | Salesforce | Service Cloud | Six Sigma | Speech Analytics | Text Analytics | Voice of Customer