About the Role:

• As a Customer Experience Analyst, you will monitor and analyze frontline agents calls, emails, chats, and back-office work to ensure consistent quality and excellent customer service. Your role will include performing root cause analysis, supporting the Customer Experience Team Lead with business presentations, mentoring, and managing CSR and CE onboarding activities. Your efforts will help maintain client confidence and loyalty by ensuring every customer interaction meets high standards.

Requirements:

• Proficiency in MS Office applications (Excel, Word, PowerPoint, Outlook);
• At least 3 years of call center experience, with a minimum of 2 years in a quality role;
• Strong analytical, problem-solving, and decision-making skills;
• Excellent oral and written communication skills;
• Ability to adapt to changing schedules;
• Active listening skills and ability to operate with minimal supervision;
• Multi-tasking abilities;
• Fluency in German.

Role & Responsibilities:

• Audit transactions to ensure quality standards;
• Create and update customer experience reports;
• Analyze data to identify areas for improvement;
• Investigate customer complaints and recommend actions;
• Participate in calibration sessions and build a call library;
• Conduct audits and onboarding for new hires;
• Present performance findings to stakeholders;
• Mentor new CE Analysts;
• Perform tasks assigned by the supervisor to meet quality objectives.