Consumer Experience Analyst

Ear Professionals Group is a national leader in hearing healthcare with more than 25 years of experience serving members and providers across the country. We are committed to delivering high-quality hearing solutions, exceptional service, and a people first experience for our teams, partners, and members. Our work is guided by strong partnerships, a focus on innovation, and a people centered approach that shapes how we support both our members and each other. If you want to join a mission driven organization where your work has a meaningful impact, Ear Professionals Group is a great place to grow.

Summary

Supports quality and performance improvement initiatives by analyzing operational and customer experience data, identifying trends and root causes, delivering actionable insights, and partnering with leadership, training teams, and frontline staff to enhance service quality, compliance, and overall performance.

Responsibilities

• Utilize XM Discover and other reporting tools to analyze call quality, operational, and customer experience data to identify trends, emerging issues, and performance opportunities.
• Perform root cause analysis on quality findings and performance metrics to identify opportunities for targeted coaching, training, and process improvement.
• Develop, maintain, and communicate quality, performance, and trend reporting
• Provide actionable recommendations to leadership, supervisors, and training teams to reduce errors and improve process and performance.
• Collaborate with call agents and their supervisors to determine areas for improvement and education opportunities.
• Act as a resource and mentor to others.
• Serve as a key resource with the training team for call team utilization of SOPs and educational/training classes.
• Complete closed loop follow up with members or providers when required.
• Coordinates work activities with peers or team members.
• Plans, prioritizes, organizes and completes work to meet established objectives.

Required Qualifications:

• Bachelor’s degree OR 3+ years of experience in one or more of the following areas:
  • Data analysis
  • Call Center auditing
  • Call Center reporting
  • Mentoring, training or supervisory experience
• Average level of proficiency with MS Excel
• Excellent verbal and written communication and presentation skills
• Ability to problem solve including multiple priorities and research conflicting and/or inaccurate data
• Ability to solve moderately complex problems on own initiative

Preferred Qualifications:

• Degree inBusiness, Marketing, Communications, Finance, Math, Health Administration or related field
• Direct healthcare experience with a focus on Hearing Health
• Strong critical thinking skills including problem solving, decision making and analysis
• Prior experience using call center data and reporting
• Experience working with virtual teammates and stakeholders
• Experience using dashboards in XM Discover

Benefits & Perks

• Competitive salary and performance-based incentives
• Medical, dental, and vision coverage starting first day
• Health Savings Accounts with company contributions
• Paid time off and holidays, including floating holiday
• 401(k) plan with company match
• Employee assistance program and wellness resources

Compensation Range

$60,000 to $85,000 annually

The expected compensation range for this position reflects what we reasonably anticipate offering for this role. The final compensation will be determined by a variety of factors, including education, qualifications, skills, prior experience, demonstrated competencies, and geographic location. The total compensation package may include base salary along with eligibility, after a qualifying period, to participate in performance-based and discretionary incentive programs.

Ear Professionals Group is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other status protected by law.