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Entry Level Remote Customer Experience Analyst Jobs

PTP

Customer Experience Analyst - REMOTE

Austin, TX · Remote

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 ...

PTP

Customer Experience Analyst - REMOTE

Austin, TX · On-site +1

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 ...

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Customer Experience Analyst - REMOTE

PTP

Austin, TX • Remote

Full-time

Re-posted 29 days ago

Job description

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
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About PTP

Sourced by ZipRecruiter

Industry

It services

Company size

51 - 200 Employees

Headquarters location

San Francisco, CA, US

Year founded

2004

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