Job Summary

The Customer Contact Optimization Analyst is responsible for evaluating and improving customer interaction processes and operations. The role focuses on data analysis, reporting, workflow assessment, and identifying opportunities to enhance customer satisfaction, operational efficiency, and service quality. The Analyst will work closely with cross-functional teams including Customer Success, Technology, Analytics, Training, and Process Excellence to support continuous improvement initiatives in a shared-services environment.

Key Responsibilities

- Maintain performance, metric, and analytical reporting for ongoing projects and operational requirements.
- Act as a liaison between business stakeholders and technical teams to gather, document, and validate requirements.
- Review performance dashboards and reports to evaluate productivity and service quality metrics.
- Apply industry best practices to improve workflows, call/chat, email, CRM cases, processes, and customer engagement methods.
- Balance technical and business understanding to recommend effective solutions for customer support operations.
- Collaborate with Analytics teams to study end-to-end customer journeys and identify process gaps.
- Present insights and recommendations to leadership to drive operational improvements.
- Work cross-functionally with internal teams to support customer-focused enhancements.
- Conduct quality audits as required and provide process improvement suggestions
- Provide training, coaching, and peer support to standardize Customer Contact Optimization best practices.

Required for All Jobs





- Performs other duties as assigned
- Complies with all policies and standards

Qualifications

Education

- Bachelor s in human resources, Business Administration, Information Systems, or related field (required)
- Equivalent combination of education and experience in quality management will be considered

Experience

- 2+ years of experience in customer contact quality evaluation, chat audit, call audit, email audits
- Knowledge and experience in US payroll, tax, benefits, employee data management, LOA, COBRA, FSA (Preferred)

Skills & Competencies

- Ability to learn new technologies quickly
- Experience with Quality Management tools is preferred
- Proficiency in MS Excel, reporting tools, and data visualization

Preferred Skills:

- Ability to perform root-cause analysis, variance analysis, and trend modelling
- Strong understanding of Excel advanced functions (Power Query, Macros, Pivot Tables)
- Solid knowledge on email, calls, chat audits

Work Environment:

- Work in a clean, pleasant, and comfortable office work setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.
- This position is 100% in office.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Customer Contact Optimization Analyst (Telangana)
🏢 Trinet Group
📍 Telangana