Customer Experience Quality Analyst

Company: Blue Ridge CommunicationsWFH Hybrid: Monday-Friday, 8AM-5PMPencor and its subsidiaries are Equal Opportunity EmployersThe Customer Experience Quality Analyst plays a critical role in elevating the voice of the customer across the organization. This position is responsible for owning the end-to-end customer survey program, transforming feedback into actionable insights, and driving continuous improvement in the customer journey.This role goes beyond data collection, it requires strong analytical thinking, customer empathy, and the ability to influence leaders through meaningful storytelling and root cause analysis. The ideal candidate is passionate about delivering exceptional experiences, strengthening our brand, and serving as a trusted advocate for both our customers and our teams.Success in This Role Looks LikeCustomer feedback is consistently reviewed, understood, and acted uponLeadership receives clear, actionable insights—not just dataRoot causes of customer pain points are identified and addressedCustomer journeys are continuously improved based on real feedbackRecognition of positive customer experiences becomes visible and consistentThe Voice of the Customer becomes a trusted and influential driver of decisionsOur ExpectationsThis role is a visible representation of our brand and values. The Customer Experience Quality Analyst is expected to:Consistently demonstrate a positive, solutions-oriented mindsetAct as an advocate for both the customer and the businessBuild trust through professionalism, accountability, and follow-throughShow a genuine passion for serving our customers, teams, and communitiesThis is an evolving role designed to grow alongside our customer experience strategy. As the foundation of this function is established, responsibilities may expand or shift to align with business needs, customer insights, and continuous improvement efforts.Key Responsibilites IncludeVoice of Customer (VoC) OwnershipOwn and manage all customer survey results, including CSAT and post-interaction surveys (calls, chats, and other channels)Monitor survey feedback daily to identify trends, risks, and opportunitiesEnsure timely and thoughtful follow-up with customers to close the loop on feedback and recover experiences when neededCustomer Follow-Up & Service RecoveryConduct direct outreach to customers based on survey feedback (both positive and negative experiences)Demonstrate empathy, professionalism, and brand alignment in all customer interactionsIdentify service recovery opportunities and ensure appropriate resolution and documentationRoot Cause Analysis (RCA) & InsightsConduct structured root cause analysis to uncover drivers behind customer feedbackIdentify recurring themes impacting the customer experience across people, process, and technologyTranslate insights into clear, actionable recommendations for improvementLeadership Reporting & InfluencePresent Voice of Customer insights and RCA findings during leadership meetingsProvide clear, concise storytelling that connects customer feedback to operational impactAct as a thought partner to leadership by recommending improvements and tracking progressSurvey Strategy & ImplementationCollaborate and provide feedback on the design, implementation, and ongoing optimization of customer surveysPartner cross-functionally (Operations, Quality, Marketing, Training) to ensure alignment and effectivenessContinuously evaluate survey participation, quality of feedback, and overall program impactRecognition & Culture SupportManage intake of customer compliments and positive feedbackShare recognition and kudos through designated internal channels (e.g., Slack)Reinforce a culture of appreciation by highlighting behaviors that align with our brand and valuesQuality Team SupportAssist with Corporate Escalations as needed, ensuring a consistent and professional customer experienceSupport Quality Assurance efforts, including call monitoring and evaluations, during lower survey volume periodsQualificationsH.S. Diploma or G.E.D.Established residency in PennsylvaniaMinimum 6 months customer service experience and/or tenure within BRC (Must be fully trained in Order Entry, Billing & Troubleshooting)Current performance in good standing Experience working in contact center operations, quality assurance, or customer experience preferredExcellent understanding of Order Entry Processes (Once in role, candidate is required to learn ICOMS processes if they are not already proficient)Familiarity with survey tools (e.g., SurveyMonkey), CRM/Telephony systems (e.g., Zendesk & Five9), and reporting platforms (e.g., DOMO) is a plusKnowledge of current monitoring and quality standardsKnowledge of VPI software preferredProficiency with Microsoft Windows / Office Programs – ExcelPossess a customer-focused mindset with a passion for improving the customer experienceStrong Analytical and Problem-Solving Skills with experience in root cause analysisExcellent Communication Skills - Oral and Written with the ability to influence at all levelsAbility to translate data into meaningful insights and actionable recommendationsAbility to portray a high level of professionalism, empathy, and emotional intelligence