Customer Experience Analyst

Roles and responsibilities

The role is responsible for monitoring, evaluating, developing and improving the quality of service and standards delivered by CEC Team and producing data and reports for Management.

Key Responsibilities

• Create and develop quality scripts for inbound calls, covering sales queries and customer care.
• Create and develop scoring criteria for public email & social media correspondence.
• Evaluate an agreed number of calls, social conversations and emails, per Agent/Officer each month against the agreed scripts and standards.
• Co-ordinate weekly calibration sessions with CEC Team Leaders and Management to ensure quality assessments are aligned and identify improvements to process / criteria.
• Produce weekly and monthly reports on the standards achieved by each Agent / Officer, identifying any specific issues or training requirements.
• Develop and deliver quality training programmes.
• Deliver accurate on-time reports on quality scores, training and issues.
• Provide Management with daily, weekly and monthly reports from the CEC systems, analysing the data to identify trends and recommend improvements.
• Support Management with new / improved workflows within CEC systems
• Communicate guidelines with regards to quality standards and improvements, ensuring CEC Team understand the impact of their communications with flyadeal Customers.
• dentify and escalate issues which affect team efficiencies and service to flyadeal Customers.
• Contribute to commercial roadmap to support airline goals, demonstrating leadership through the debate, development and implementation of new initiatives, channels and/or products.
• Communicate effectively with all members of the business in line with the company’s culture guidelines.

Desired candidate profile

Bachelor’s Degree in any related field.
Minimum 2 years’ experience in a similar role
Proven experience in quality management and training.
Navitaire apps.
CX platforms.
Microsoft office.
Customer First Attitude.
Continuous Improvement
Implement Quality Improvement Initiatives: Continuously evaluate and improve customer service practices to ensure that the company remains competitive and customer-focused. Participate in regular reviews of the customer experience and suggest changes to improve the overall quality.
Stay Informed on Industry Best Practices: Keep up-to-date with industry trends, best practices, and emerging technologies that can help enhance the customer experience. Attend relevant training and conferences to expand knowledge and apply new approaches to the role.
Skills and Qualifications:
Analytical Skills: Strong ability to analyze data and extract meaningful insights from customer interactions, surveys, and feedback to identify trends and improvement opportunities.
Attention to Detail: A keen eye for detail when reviewing customer interactions, identifying patterns, and assessing service quality.
Communication Skills: Excellent verbal and written communication skills to provide feedback, report findings, and collaborate with teams across the organization.
Problem-Solving: Ability to identify customer service challenges and develop creative solutions to address issues and enhance the customer experience.
Customer-Centric Focus: A passion for ensuring customer satisfaction and improving overall customer experiences, with a keen understanding of customer needs and pain points.
Time Management: Ability to manage multiple tasks and deadlines efficiently, with a focus on balancing ongoing assessments, feedback, and process improvements.