The Customer Experience & Quality Analytics Supervisor leads a team of CX Analysts to deliver consistent, high quality customer experiences by embedding Automated Quality Management (AQM), analytics, and CX intelligence into daily execution. This role serves as a strategic execution partner across Operations, CX Transformation, and Business Units—turning Voice of Customer (VoC), quality insights, operational data, and workforce intelligence into actionable improvements that reduce customer effort, strengthen trust, and improve performance at scale.
This position is accountable for translating quality and CX insights into coaching, process improvement, and technology enabled solutions, ensuring CX becomes measurable, repeatable, and scalable across Customer Operations.
Key Responsibilities
People Leadership & Performance Enablement
- Directly supervise, coach, and develop CX Analysts using quality analytics, AQM insights, and performance data.
- Set clear, measurable expectations aligned to CX standards, quality frameworks, and Customer Operations business outcomes.
- Conduct regular 1:1s, coaching sessions, and performance reviews informed by data and customer insights.
Automated Quality Management & CX Analytics
- Execute the AQM strategy at the team level, ensuring quality monitoring drives coaching and improvement—not compliance alone.
- Consolidate quality data, VoC, and CX metrics (CSAT, NPS, FCR, Customer Effort) into coherent, decision‑ready insights.
- Identify recurring customer friction, behavioral trends, and root causes across journeys and channels.
Technology‑Enabled CX & Salesforce Integration
- Leverage Salesforce platforms (Service Cloud, Experience Cloud), dashboards, and analytics to embed CX insights into core operations.
- Support or deploy automation, AI‑enabled analytics, and data visualization to scale quality and CX measurement.
- Partner with CX Transformation Office and Data teams to ensure reliable, governed, and adoptable insights.
Operational Oversight & Continuous Improvement
- Manage day‑to‑day team performance, service levels, and quality outcomes across assigned focus areas.
- Translate analytics insights into targeted improvement actions using Agile, Lean Six Sigma, and Kaizen methodologies.
- Partner cross‑functionally to resolve systemic CX issues and track sustained improvement over time.
Qualifications
- Bachelor's degree holder.
- 3+ years in Customer Experience, Quality, or Analytics roles.
- 1+ years of people leadership experience.
- Strong coaching, analytical, and stakeholder communication skills.
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
Preferred
- Experience with AQM, VoC programs, and Salesforce environments.
- Familiarity with regulated, high‑complexity, or global operations.
- Exposure to automation, AI, speech/text analytics, or advanced dashboards.
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