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Experian

We're unlocking the power of data to help create a better tomorrow.

Customer Experience Analyst I

AnalystAnalystFull TimeRemoteSeniorTeam 10,001+Since 1996H1B SponsorCompany SiteLinkedIn

Location

Brazil

Posted

41 days ago

Salary

0

Seniority

Senior

Bachelor DegreeExperience acceptedPortuguese

Job Description

Customer Experience Analyst I

Experian

• Conduct quality monitoring of customer interactions, generating insights for continuous improvement of the customer experience • Monitor customer interactions across various channels, ensuring consistent application of established criteria • Consolidate service, satisfaction and monitoring data to support analyses and identify trends • Map and diagnose opportunities in our processes, workflows and customer service • Support the development of materials and presentations with insights on improvement opportunities • Track area KPIs, contributing to performance interpretation and prioritization of actions • Perform quality monitoring of interactions handled by the Contact Center

Job Requirements

  • Bachelor’s degree completed or in progress
  • Intermediate knowledge of Excel and PowerPoint
  • Previous experience with administrative or operational routines, customer service, quality or data analysis
  • Familiarity with customer service tools (Zendesk and Salesforce)
  • Experience with customer satisfaction metrics (CSAT or NPS) and quality monitoring is a plus
  • Knowledge of automation, dashboards or analytical tools is a plus

Benefits

  • Health insurance
  • Life insurance
  • Wellness programs

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