Trident is a leading provider of virtual assistant services, empowering busy professionals to streamline their administrative and operational workloads. As we scale toward our ambitious goal of 25,000 net members by the end of 2026, we are seeking a Customer Experience (CX) Analyst to join our remote team in the Philippines. This role is pivotal in shaping member journeys, optimizing retention, and driving growth through actionable analytics. You will report directly to the Experience Champion & OKR Program Owner and serve as the voice of the member, translating complex data into strategic recommendations for leadership. Key responsibilities include: - Design and manage the analytics framework for Net Promoter Score (NPS) and Customer Satisfaction (CSAT) across six primary member touchpoints. - Analyze over 160,000 annual call records and member journey data to identify friction points and behavioral patterns. - Build and maintain an early-warning retention model to identify and reduce preventable cancellations. - Measure and report on service performance, including escalations, journey fluidity, and service track efficiency across Member, Broker, Group, and Affiliate segments. - Track and report on growth objectives, including channel-specific ramps and progress toward 25,000 net members. - Develop weekly dashboards for quotes, enrollments, and conversion rates across product lines. - Analyze partner and broker channel performance against monthly enrollment targets, monitoring improvements in Broker NPS and conversion rates. - Translate analytics into actionable journey improvements and pipeline optimizations, advising leadership to ensure key results are supported by robust analysis.

• Manage and resolve customer inquiries through live chat and ticketing systems; • Deliver a premium customer experience specifically for the Spanish-speaking market; • Act as a bridge between customer needs and technical solutions; • Research and troubleshoot complex issues to provide definitive resolutions; • Collaborate with internal teams to identify trends and improve service workflows; • Maintain high-quality standards by adhering to internal support procedures; • Balance multiple priorities in a fast-paced, high-volume digital environment; • Utilize bilingual communication to document cases and assist global colleagues.

QVC Customer Service Specialist - Full Time locations USA, SC, Charleston QVC time type Full time job requisition id R81757 Working at QVC Group means joining a live social shopping company with incredible teams, ambitious projects and amazing careers. QVC Group, Inc. is a Fortune 500 company with six leading retail brands - QVC®, HSN®, Ballard Designs®, Frontgate®, Garnet Hill® and Grandin Road. Your Opportunity, Your Team Our Customer Service Specialist supports QVC, and help answer our inbound customer calls. Working from home, our Specialists not only assist customers by problem-solving and de-escalating unique situations but also promote products and improve sales while maintaining a high-paced call volume. Where You'll Work - This role is remote; job seekers must reside in South Carolina to be considered. You will work from home. What You'll Do - Busy day handling a high volume of our inbound customer inquiries. - Offer additional products on each customer interaction. - Assist customers with questions while personalizing the experience for each caller. - Calls may include confirming refunds, taking payments, placing orders, and, analyzing account data. - You'll work a 40 hour work schedule with at least one weekend shift responsibility. - Report to an assigned Customer Service Supervisor. What You'll Bring - Provide a distraction free work from home environment. - 12 months or more of customer service experience. - Learn and work in a virtual environment. - Communicate with a variety of styles. - Navigate multiple systems and screens. - Follow QVC computer system requirements. - Troubleshoot own technical problems (partner with IT when needed). - Available to work weekends, holidays, and additional hours. This is a remote position. Our Total Rewards package includes benefits you’ll love such as competitive compensation, paid time off, an employee assistance program, parental leave, paid volunteer hours, and amazing company discounts! In our US market, you can also expect health care benefits starting on day 1, 401(k), and tuition reimbursement benefits. QVC Group is committed to inclusion and belonging for all and ensuring that our workplace provides equal employment opportunities for all team members and candidates and complies with all applicable federal, state, and local laws and regulations. As an equal opportunity employer, QVC Group is committed to a barrier-free employment process. If you need reasonable accommodations/support throughout, please contact us at workwithus@qvcgrp.com for assistance. If provided, salary ranges are a general guideline only, and actual salaries will vary and are based on factors such as a candidate's qualifications, skills, experience, and geographic location as well as business and market conditions.

• Data management of all processes for the Open Enrollment period • Processing waiver approvals via data downloads • Sending out corresponding emails • Updating the tracking system with the exceptions • Updating students’ accounts in Banner • Other work as assigned