Customer Experience Analyst - REMOTE

We are a growing company with a solid customer base, excellent compensation and benefits, and a collaborative yet flexible work environment. If you enjoy challenging projects, using new technologies to deliver innovative business solutions, and you're interested in working for an entrepreneurial company, we may have a home for you.

Customer Experience Analyst – REMOTE

PTP is a fast-growing system integrator that offers strategic customer experience (CX) solutions to our clients. We are looking for Customer Experience Analyst who will formulate and apply modeling and other optimization methods to make recommendations to improve our clients’ IVR (Interactive Voice Response) business operations. Using analytic discovery and evaluation, our Customer Experience Analysts provide clients with recommendations to reduce customer effort, improve the customer experience, and identify opportunities to streamline processes and reduce agent handling time. All improvement opportunities are based on in-depth data analysis and justified with a business case and ROI/impact. Positions focus is on IVR systems for clients with Mandarin speaking customers, which requires the CEA to listen to client IVR calls (which are mostly in Mandarin), determine issues and areas for improvement, and determine and devise recommendations to improve the Mandarin customers’ experience.

Responsibilities

Formulate and apply modeling and other optimization methods to make recommendations to improve our clients’ IVR (Interactive Voice Response) business operations.

Perform a variety of analytical engagements, reporting functions, and presentations.

Responsible for client’s AVOKE China Browser and incoming calls in Mandarin.

Utilize Mandarin skills to listen, read, and analyze the language for the client and to improve the client’s customers’ experience.

Work with large amounts of data to find trends and areas for improvement based on business and operational goals.

Drive business and technical requirements in order to improving data analysis.

Work with 3rd party data analysis tools (the AVOKE Browser and Contact Center Software).