Customer Experience Analyst, Contact Center

About the Role

As part of the Contact Center Customer Experience Team at Gap Inc., the Analyst will play a critical role in evaluating the overall customer experience during interactions and providing actionable insights and performance trending analysis to Leaders. You will support a multi-site remote operation with responsibility for leading agent effectiveness and efficiency and demonstrating change agility, delivering a low-effort and value-added customer experience across multiple channels and teams.

What You'll Do

• Participate in the execution of Quality Assurance standards utilizing industry best practices and fully leveraging QA platforms
• Independently perform and share broad, trends-based agent performance analysis from a variety of channels (voice, chat, email & SMS) to identify critical customer service knowledge gaps and inefficiencies across multiple frontline teams.
• Compile customer experience and compliance data from various reporting and query sources into tables, charts, and or presentations to tell a story.
• Participate in listening initiatives to discover consumer requirements and expectations as well as sharing insights regarding issue trends.
• Plan and monitor department evaluation and calibration workload to ensure monthly goals and service levels are met.
• Accountable for supporting team performance improvement through teaching, coaching, and providing meaningful feedback to leaders that drives a culture of high performance and engagement.

Who You Are

• Proven experience in Customer Service with leadership experience, preferably in a retail contact center environment.  Previous customer contact center experience, understanding dynamics and processes a plus.
• Ability to translate disparate data into themes and trends, prioritize insights based upon business impact, and recommend actionable solutions in a creative and logical manner.
• Experience in reporting and analysis (query building and data visualizations), ability to quickly acquire new software skills
• Excellent communication skills; both verbally and written (ability to synthesize information into a clear, simple story and visualize data)
• You have a natural curiosity: always asking the next question and seeking to understand at the nuanced level to spark a new idea
• Continual approach to operational excellence and an advanced proficiency in exceptional organizational and program management skills, along with an ability to prioritize workload, meet deadlines, and perform multiple tasks in a challenging, complex, and fast-paced environment.