Futurhealth
CX Operations Analyst
Futurhealth, California, Missouri, United States, 65018
The CX Operations Analyst will play a pivotal role in supporting the efficiency and effectiveness of our customer service operations teams. This individual will be responsible for managing a quality analysis program, driving self-service and automation initiatives, tracking and comparing performance metrics, and assisting with various operational projects.
Responsibilities
Customer Support Quality Program:
Design, implement and manage a comprehensive agent quality assurance program for all customer interactions. Monitor and evaluate interactions, identifying areas for improvement in communications, tone, empathy and issue resolution. Self-Service Platform Management:
Oversee the management and optimization of self-service tools, including knowledge bases, help centers, chatbots, and IVR systems. Continuously assess and improve the functionality and usability of these platforms to meet customer needs. Performance Analytics:
Analyze key performance indicators such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Contact Resolution (FCR), and Customer Sentiment. Provide actionable insights to senior management and operational teams. Audit & Compliance:
Ensure adherence to company policies, procedures, and quality standards across all customer service channels. Perform regular audits to ensure compliance. Reporting:
Provide regular reports and updates on quality and self-service performance, customer satisfaction trends, and opportunities for improvement to senior management. It’s a perfect match if you have:
2+ years experience in customer experience, operations, quality or self-service operations Experience with CRM systems, customer service software, and knowledge base platforms Experience in developing and implementing reporting and change management programs, such as quality and voice of the customer trends Familiarity with contact center technology and analytics tools Ability to analyze complex data sets, identify trends, and draw actionable insights Understanding of contact center metrics, KPIs, and best practices Nice to have:
Experience in early stage, high growth startups is a plus Experience in healthcare and the wellness industry
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Customer Support Quality Program:
Design, implement and manage a comprehensive agent quality assurance program for all customer interactions. Monitor and evaluate interactions, identifying areas for improvement in communications, tone, empathy and issue resolution. Self-Service Platform Management:
Oversee the management and optimization of self-service tools, including knowledge bases, help centers, chatbots, and IVR systems. Continuously assess and improve the functionality and usability of these platforms to meet customer needs. Performance Analytics:
Analyze key performance indicators such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Contact Resolution (FCR), and Customer Sentiment. Provide actionable insights to senior management and operational teams. Audit & Compliance:
Ensure adherence to company policies, procedures, and quality standards across all customer service channels. Perform regular audits to ensure compliance. Reporting:
Provide regular reports and updates on quality and self-service performance, customer satisfaction trends, and opportunities for improvement to senior management. It’s a perfect match if you have:
2+ years experience in customer experience, operations, quality or self-service operations Experience with CRM systems, customer service software, and knowledge base platforms Experience in developing and implementing reporting and change management programs, such as quality and voice of the customer trends Familiarity with contact center technology and analytics tools Ability to analyze complex data sets, identify trends, and draw actionable insights Understanding of contact center metrics, KPIs, and best practices Nice to have:
Experience in early stage, high growth startups is a plus Experience in healthcare and the wellness industry
#J-18808-Ljbffr