**Description**
**Job Title**:
Agent Experience Analyst
**Position Type**:
Full-time
**Department/Group**:
Finance Administration/Agent Experience
**Languages**:
English & Spanish
**Location**:
US/TX
**Travel Required**:
Yes, 25%
**Level/Salary Range**:
Level/Salary Range
**Hourly**:
Yes
**Role and Responsibilities**:
The Agent Experience Analyst works with the organization to find areas where performance or processes can be improved and helps develop strategies to stay competitive.
- The agent Experience Analyst assists in conducting business process analysis to align information technology solutions with business initiatives.
- Conducts internal and external research on how any given part of a company and competitors work.
- Dives into large, noisy, and complex real-world data (structured and unstructured) to produce an analysis of historical patterns in Agent behaviors and product performance.
- Assist in Business Process Modeling to create models that reflect an intuitive, technical, and non-technical, system-agnostic model representing the operational perspective of how the business is conducted
- Assist in defining business and workflow requirements through business requirements workshops and research and analysis
- Design and build insight-driven tools that provide real-time and easy access to Agents’ feedback. Gathering Data, Cleaning Data, Statistical Analysis, and Story Telling!
- Identify issues, analyze available data and information, and recommend changes to help drive data-based strategic decision-making.




- Continuously monitor and consolidate Agents’ feedback with other transactional, operational, and behavioral data sources to paint a clear picture of experienced drivers to identify emerging trends and issues to identify wins and opportunity areas.
- Supports in the documentation and assists in project organization and follow up
The Agent Experience Analyst must successfully:
- Evaluating agent's needs, internal workflows, and business processes
- Overseeing detailed business analysis and process reengineering tasks/projects
- Collaborating with business and IT leaders to create new process designs
- Interpreting complex data and business metrics for relevant stakeholders
- Documenting business process modeling activities for future reference
- Finding patterns and trends in the analyzed data
- Helping the management and other teams draw business goals and needs
- Formulating procedural manuals for all departments
**Qualifications and Education Requirements**:
- Bachelor’s degree in a relevant field
- Bilingual English/Spanish
- Analytical skills
- Problem-solving skills
- Detail-oriented
- Excellent writing skills to produce presentations and reports on their findings
- Ability to communicate with support, technical, and management teams
- Knowledge of spreadsheet software and flow-charting tools, and various business process analysis tools.
Created by:
Alesh Tovar
Date:
November. 2022
Approved By:
Alonzo Venegas
Date:
- December 2022
Last Updated By:
Alesh Tovar
Date/Time:
December 2022
1

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