The customer experience analyst will work as part of a team that will provide The Home Depot with essential insights to drive improvements to the customer experience, associate engagement, and business efficiencies. The systems supported by this team will include call recording, speech / text analytics, desktop analytics, and quality assurance for all Home Depot contact centers.
The customer experience analyst will be responsible for using business systems and data sources to derive insights from customer contacts to THD contact centers. The analyst will use a variety of methodologies to drive operational and experience improvements with primary focus on speech/text analytics and desktop analytics. The ability to learn and communicate how customer experiences relate to business objectives will be critical to success.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
50% - Provides business application support for call recording system. Maintains user access and hierarchy. Acts as first point of contact for call recording system support – navigation and troubleshooting, escalating to IT when appropriate.
40% - Provides support for business improvement initiatives using a variety of qualitative and quantitative analysis methods and data sources. Conduct call listening exercises to identify root causes and find illustrative call examples. Analysis of large data sets to identify drivers and trends.
10% - Create clear and concise presentations of findings for a variety of audiences including senior leadership
NATURE AND SCOPE
This position reports to Manager.
This position has 0 direct reports.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
STANDARD MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Must pass a Drug Test.
Must pass Background Check.
Must pass pre-employment test (if applicable).
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
Years of Relevant Work Experience: 2 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Bachelor's degree or equivalent work experience in an analytics role
Experience working in contact centers
Knowledge of contact center technology platforms
Experience working with MS Office suite – particularly Excel
Knowledge, Skills, Abilities and Competencies:
Ability to work effectively without direct supervision
Entrepreneurial mindset and analytical approach to problem solving
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.