About Us: * Customer Experience Analyst - REMOTE PTP is a fast-growing system integrator that offers strategic Customer Experience (CX) solutions to our clients. We are seeking a Customer Experience Analyst with fluent French or German language skills to optimize our clients' traditional and generative IVR operations through in-depth data analysis. Using analytic discovery and evaluation, our Customer Experience Analysts champion the customer experience and provide clients with recommendations to reduce customer effort, offer effective self-solve options, streamline processes and reduce agent handling time. We are looking for a bright, enthusiastic, and motivated professional ready to collaborate with our team. Key Responsibilities Call Testing and Assurance: Evaluate the readiness of traditional IVR and generative AI agent systems by initiating simulated test calls and providing actionable feedback. Call Annotation: Perform detailed annotations to understand customer intents, evaluate AI comprehension, optimize self-service flows, and assess agent handling. Analysis and Data Optimization: Analyze large datasets and conversational call flows to uncover trends, identify pain points and drive overall customer experience enhancements. Reporting and Presentations: Translate data into clear, actionable insights and deliver compelling, data-driven presentations to stakeholders and executive teams. Platform Management: Configure and maintain a 3rd party analytics tool to extract insights, monitor daily KPI dashboards, and proactively alert clients to unexpected metric fluctuations. Cross-Functional Collaboration: Partner with Project Managers, Team Leads, and Professional Services to strategize and solve complex customer journey issues. Requirements * Written and spoken fluency in French or German * Strong analytical and problem-solving abilities * Expertise in summarizing, analyzing and pulling trends from complex datasets in Microsoft Excel, Google Sheets, Numbers or similar software * Familiarity with basic Excel formulas and the use of pivot tables * Excellent verbal and written communication skills * Proficiency with building presentations in PowerPoint or Keynote * Experience with delivering strong, focused presentations via phone, video or in person * Strong attention to detail * Ability to thrive and collaborate effectively in a fast-paced, remote team environment Desired Experience * Working in or collaborating with a contact center environment * Understanding of user interface or conversational design concepts * Familiarity with conversational AI, particularly in evaluating or optimizing chatbots and virtual assistants
Customer Experience Analyst - REMOTE • Austin, TX, US
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