Summary

We are looking for a customer-obsessed, data-driven, process-oriented Operational Excellence Analyst to join our Customer Experience team. This role plays a key part in driving quality and performance across our contact center operations. In this position, you will lead quality monitoring initiatives, uncover insights through CX analytics, document and optimize processes, and support continuous improvement efforts. A strong focus will be placed on automation, innovation, and the smart use of AI to elevate quality and operational efficiency

Key Responsibilities

• Conduct regular quality assessments of customer interactions across multiple channels (voice, email, chat, etc.)
• Design and implement robust quality scorecards to evaluate and improve agent performance
• Facilitate regular calibration sessions with CX teams, trainers, and managers to ensure consistency, fairness, and alignment on quality standards
• Analyze satisfaction and dissatisfaction trends using CSAT, FCR, and other relevant metrics
• Identify patterns and root causes behind performance gaps or customer pain points
• Translate data sets into actionable insights and dashboards that guide decision-making
• Present findings and recommendations to internal stakeholders, including senior leadership
• Provide targeted feedback and coaching sessions to frontline staff based on quality evaluations
• Collaborate with HR and the Training team to address performance gaps and skill-building needs
• Map and document key CX processes and SOPs to ensure clarity, consistency, and compliance
• Develop, maintain, and evolve playbooks and process guides that support CX teams
• Support cross-functional initiatives to improve CX processes, tools, and systems
• Identify and propose opportunities for automation in workflows and quality monitoring
• Research and recommend use cases for AI in contact center quality assurance (e.g., speech analytics, auto-QA tools)

The Person

Desired Qualifications

• Fluent English speaker 
• Bachelor’s degree in Business, Operations, Analytics, or a related field
• 3-5 years of experience in Quality Assurance, Customer Service Operations, or Operational Excellence roles
• Experience with QA tools and systems
• Excellent communication, coaching, and presentation skills
• Strong analytical skills and proficiency in tools like Excel, Google Sheets, Tableau, Power BI, or similar
• A good understanding of quality frameworks like COPC, Six Sigma, or others is a plus 
• Familiarity with AI and automation concepts in the CX domain is a strong plus

Other Capabilities

• Customer-focused mindset with a passion for delivering excellence.
• Detail-oriented with a continuous improvement mindset 
• Strong collaboration and teamwork abilities.
• Resilience and adaptability in dynamic environments.
• Proactive problem-solver with a positive, can-do attitude.
• Ability to manage ambiguity and deliver in fast-paced environments 
• Ability to build trust and rapport with partners and internal teams.