Analyst, Customer Experience Delivery

hace 2 semanas

Santa Ana, Costa Rica Western Union A tiempo completo

**Analyst, Customer Experience Delivery** - Santa Ana, Costa Rica**

Are you good at customer service and data analysis? Would you like to be part of a company passionate about moving money for better? Join Western Union as an Analyst, Customer Experience Delivery.

**Motivated by our values: purpose driven, globally minded, and trustworthy & respectful**

We’re a FinTech that’s using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. We’re a team of over 8,000 employees serving 200 countries and territories. We believe when money moves, better things happen.

**Better requires process, discipline, and simplification**

In this role, you will be responsible for conducting analysis and providing insights from quality evaluations, audits, calibrations, speech analytics, and the voice of the customer tools to improve end-to-end customer experience. You will lead functional process reviews, report issues, and give recommendations based on the performed analysis while investigating potential areas for improvements. This will require interaction and collaboration with the different workgroups to discuss areas of improvement and generate ideas that lead to gains both within the quality analysis & process improvement framework as well as from a customer service perspective.

This will involve a high level of communication and liaison with all areas of the business to assist in the implementation of solutions in line with key business objectives and drivers. You will have a strong customer focus together with a solid emphasis on delivery and completion of tasks within agreed timeframes.

For this role, you will need a bachelor’s degree and/or 2 years of experience in the Customer Experience / Operations area or related field. You will also multi-task, adapt to constantly changing processes, grasp new concepts, and integrate quickly to deliver results. Your excellent written and verbal communication skills will allow you to communicate effectively with key internal and external stakeholders. Excel proficiency is a must, and familiarity with any speech analytics tool will be a plus.

**Join us, and let’s connect the world**

We’re a company on the move, and we want our people to grow and develop. You’ll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package. You will be a whiz with Microsoft Office and good at building relationships with internal & external stakeholders.

LI-GV1

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