Customer Service Analyst
1 week ago
Our Client, a Global Retail Company, is looking for a Customer Support Analyst to join their team REMOTELY in Rocklin, CA
REMOTE: Manager prefers candidates local to Rocklin, CA but will be remote
Pay: $40/hour
***This Is A 6 Month Contract With Opportunity to Convert Or Extend**
As the Support Desk QA Lead you will review/analyze customer feedback, track trending support interactions, and address issues to enhance overall service quality. Work with leadership to establish effective processes, solve complex problems, and work flexibly to meet the needs of the business.
Duties
- Voice of the Customer Analysis: Review and analyze feedback from various channels (calls, chats, tickets) to identify trends and issues. Contact stores for follow-up and summarize feedback to provide actionable insights for the Managed Service Provider (MSP).
- Feedback Tracking and Trending: Monitor and trend feedback data to recognize patterns and areas requiring attention. Develop reports to track performance and identify opportunities for improvement.
- Quality Review: Conduct weekly reviews of support interactions, including calls, chats, and tickets. Provide guidance and recommendations to MSPs, ensuring that issues are addressed and resolved in a timely manner.
- Process Improvement: Utilize critical thinking skills to refine processes, address problems, and enhance the efficiency of support operations. Collaborate with MSP leads, training teams, and documentation teams to ensure alignment and effectiveness.
- Flexible Scheduling: Adapt to changing business needs by working a flexible schedule. This may include occasional adjustments to work hours to support business requirements and ensure continuous improvement.
Required Skills & Experience
- Analytical Skills: Strong ability to analyze data, identify trends, and make data-driven decisions.
- Experience: Previous experience in quality assurance, support desk environments, or similar roles is preferred.
- Flexibility: Willingness to work a flexible schedule to meet the evolving needs of the business.
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