Customer Experience Analyst - REMOTE

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• Customer Experience Analyst – REMOTE

PTP is a fast-growing system integrator that offers strategic customer experience (CX) solutions to our clients. We are looking for Customer Experience Analyst who will formulate and apply modeling and other optimization methods to make recommendations to improve our clients’ IVR (Interactive Voice Response) business operations. Using analytic discovery and evaluation, our Customer Experience Analysts provide clients with recommendations to reduce customer effort, improve the customer experience, and identify opportunities to streamline processes and reduce agent handling time. All improvement opportunities are based on in-depth data analysis and justified with a business case and ROI/impact. Positions focus is on IVR systems for clients with Mandarin speaking customers, which requires the CEA to listen to client IVR calls (which are mostly in Mandarin), determine issues and areas for improvement, and determine and devise recommendations to improve the Mandarin customers’ experience.

Responsibilities

• Formulate and apply modeling and other optimization methods to make recommendations to improve our clients’ IVR (Interactive Voice Response) business operations.
• Perform a variety of analytical engagements, reporting functions, and presentations.
• Responsible for client’s AVOKE China Browser and incoming calls in Mandarin.
• Utilize Mandarin skills to listen, read, and analyze the language for the client and to improve the client’s customers’ experience.
• Work with large amounts of data to find trends and areas for improvement based on business and operational goals.
• Drive business and technical requirements in order to improving data analysis.
• Work with 3rd party data analysis tools (the AVOKE Browser and Contact Center Software).
• Apply statistical modeling and/or process optimization to improve processes.
• Create and/or maintain client configurations in the Browser.
• Monitor platform daily through automated alerts and reviewing dashboard reports.
• Monthly monitoring of contracted minutes.
• Work directly with Project Manager and Team Lead to achieve client goals.
• Perform annotation for ongoing weekly listening and/or studies.
• Analyze annotations for weekly reporting and/or studies.
• Create a presentation with detailed recommendations to achieve customer goals.
• Work with Project Manager and Team Lead to create executive presentation.
• Work collaborative with Professional Services team to solve complex customer issues.
• Review client metrics with Team Lead and Project Manager.
• Other related duties as assigned.
• Telecommuting from anywhere in the continental U.S. permitted.
• WR – 78,187 – 78,187

Requirements:

• Bachelor’s degree in Operations Research or Engineering.
• 24 months of experience in the same or substantially similar position.
• Native speaker or otherwise fluent in Mandarin.