Customer Experience Quality Analyst

Location: Oak Park Heights

Customer Experience Quality Analyst page is loaded## Customer Experience Quality Analyst locations:
Oak Park Heights, MNtime type:
Full time posted on:
Posted Yesterday job requisition :
R-3095
** ANDERSEN CORPORATION

SUMMARY:

** At Andersen, we see possibility everywhere, every day and in everything we do. The possibility for our employees to achieve their full potential, for our communities to be stronger and for everyone to have a healthier, happier place to live.

Our portfolio of brands — Andersen Windows & Doors, Renewal by Andersen and Fenetres MQ — is crafted to serve customers across the new residential, home improvement and light commercial building sector.

Join our more than 13,000 employees who are inspired every day to deliver exceptional experiences that turn possibility into reality.
*
* Job Description:

*
* POSITION SUMMARY:

This position is responsible for monitoring, evaluating, and improving customer experience performance across various channels. This position collaborates with cross-functional teams to develop and uphold best practices that ensure a consistently high-quality experience at every customer touchpoint. This role manages and leads small to medium-sized projects aimed at strengthening the quality program and driving improvements. Additionally, this role supports business reporting and analysis to uncover trends and generate actionable insights for continuous improvement.

This position leads by example the importance of interaction quality to deliver a world class customer experience.
POSITION

PRIMARY RESPONSIBILITIES:

Quality monitoring and evaluation. Reviewing and assessing customer interactions (calls, e-mails, chats) for adherence to quality standards, policies, and procedures. Use scorecards and evaluation tools to measure agent performance and identify trends.  Feedback and coaching support. Provide detailed, constructive feedback to agents and team leaders. Collaborate with training and customer experience teams to address performance gaps and reinforce best practices.  Generate and analyze quality reports to identify patterns, root causes, and opportunities for improvement.

Present findings to leadership and recommend actionable strategies.  Assist in coordinating and executing coaching and quality assurance programs related to calls and customer interactions.  Participate in cross-functional initiatives to enhance customer experience processes. Recommend and implement updates to quality assurance frameworks and evaluation criteria.
Lead calibration sessions to ensure consistency in evaluations across teams. Collaborate with customer experience leaders, supervisors, and specialists to align quality goals with business objectives.  Serves as an advocate for the customer and the organization within the initiatives led.  Stay up to date on industry trends and best practices related to customer experience and incorporate new ideas and strategies as appropriate.  

DIRECTION OF OTHERS:  Although this position does not have direct supervisory responsibilities, this position plays a key role in Influencing and guiding the performance of customer-facing teams by providing coaching support, performance feedback, and quality insights to agents, supervisors, and managers    POSITION MUST HAVE

QUALIFICATIONS:

Bachelor's degree or equivalent experience in quality assurance, customer experience, business, or related field.  2+ years of experience in customer experience, quality assurance, business administration, or related field.  Strong problem-solving and analytical skills, with the ability to collect and interpret data to identify key areas of improvement.  Strong communication and interpersonal skills, with the ability to effectively communicate with employees at all levels of the organization.
POSITION NICE-TO-HAVE

QUALIFICATIONS:

Experience coaching, and/or training world class customer experience teams highly desired.  Experience in conducting and leading calibration sessions  Familiarity with customer satisfaction metrics (CSAT, NPS, CES).  Ability to learn quickly in a changing environment, experience working on a PC, navigating multiple software applications in Microsoft Windows.
CO…