11 days old

Customer Experience Analyst

Atlanta, GA 30308
JobTitle: Customer Experience Analyst
Job ID: 346775_en-us
Salary Range: 0.0- 0.0
Job Category: Customer Service
Employment type: Full Time

Position Description:
POSITION PURPOSE
The Customer Experience Analyst will work as part of a team that will provide The Home Depot with essential insights to drive improvements to the customer experience, associate engagement, and business efficiencies. The systems supported by this team will include call recording, speech / text analytics, desktop analytics, and quality assurance for all Home Depot contact centers.

The Customer Experience Analyst will be responsible for using business systems and data sources to derive insights from customer contacts to THD contact centers. The analyst will use a variety of methodologies to drive operational and experience improvements with primary focus on speech/text analytics and desktop analytics. The ability to learn and communicate how customer experiences relate to business objectives will be critical to success

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
50% - Provides business application support for call recording system. Maintains user access and hierarchy. Acts as first point of contact for call recording system support – navigation and troubleshooting, escalating to IT when appropriate.

40% - Provides support for business improvement initiatives using a variety of qualitative and quantitative analysis methods and data sources. Conduct call listening exercises to identify root causes and find illustrative call examples. Analysis of large data sets to identify drivers and trends.

10% - Create clear and concise presentations of findings for a variety of audiences including senior leadership

NATURE AND SCOPE
This position reports to Manager.
This position has 0 direct reports.

ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:
Typically requires overnight travel less than 10% of the time.

Categories

Posted: 2020-01-07 Expires: 2020-02-06

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Customer Experience Analyst

Home Depot, Inc.
Atlanta, GA 30308

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