Customer service interaction analyst

As a Customer Service Interaction Analyst, you will analyze customer interactions across various channels like calls, emails, chats, and social media to gain insights and improve the customer experience. You will identify trends, patterns, and areas for improvement to enhance processes, deliver targeted training, and elevate customer satisfaction. Strong analytical skills, attention to detail, and effective communication are essential for this role. Key Responsibilities:

• Analyzing Customer Interactions: Review communications (calls, emails, chats, and social media) to understand customer issues, sentiment, and satisfaction.
• Quality Assurance: Ensure consistency in customer interactions by evaluating agent performance against GFL's standards.
• Data Collection and Reporting: Gather interaction data, create reports, and present findings to management.
• Cross-functional Collaboration: Collaborate with Customer Service, Operations, Sales, and Shared Service Centers to align customer insights with business goals.
• Training and Development: Provide feedback and recommend training to improve agent skills and service quality.
  

• Analytical Skills: Ability to analyze large datasets from customer interactions for trends and insights.
• Communication Skills: Clearly convey findings to customer service teams and cross-functional collaborators.
• Problem-Solving: Identify issues in customer interactions and propose solutions to enhance the customer experience.
• Teamwork and Collaboration: Work effectively in a team environment, collaborating with agents, managers, and other departments to implement improvements.
  

• Customer Service Experience: Experience in customer service or a related field is beneficial for understanding customer needs.
• Technology Proficiency: Familiarity with CRM software, the Five9 telephony platform, and other data analysis tools.
• Bachelor’s Degree: Degree in a relevant field or equivalent industry experience.