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CX Operations Analyst

Posted 2024-11-21

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💎 Seniority level: Junior, 2+ years

🔍 Industry: Health and wellness technology

🏢 Company: Futurhealth

⏳ Experience: 2+ years

Requirements:
  • 2+ years experience in customer experience, operations, quality, or self-service operations.
  • Experience with CRM systems and customer service software.
  • A background in developing reporting and change management programs.
  • Familiarity with contact center technology and analytics tools.
  • Ability to analyze complex data sets and identify trends.
  • Understanding of contact center metrics and best practices.
Responsibilities:
  • Design, implement and manage a quality assurance program for customer interactions.
  • Monitor and evaluate customer service interactions to identify improvement areas.
  • Oversee self-service platform management, including help centers and chatbots.
  • Analyze key performance indicators such as CSAT and NPS, providing insights to senior management.
  • Ensure adherence to company policies through regular audits.
  • Provide updates on performance metrics and opportunities for improvement.
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