Customer Success Analyst

About The Role

Eight Medical is looking for a Customer Success Analyst who will be charged with monitoring, maintaining, and compliance drivers issues within our Operations team and be a representative and ambassador for the team across the company as well as to external stakeholders.

What do you need to be considered successful

The ideal candidate for the role will ensure that the end product meets the minimum quality standards, is fully functional and user-friendly. You will also be responsible for:

• Creating and maintaining documented standard operating procedures
• Creating, maintaining, and delivering knowledge articles and training programs
• Managing the Quality Management function, to ensure best practices are communicated and followed
• Overseeing and conducting Quality Assurance of transactions and processes to ensure service requirements individually and from an end-to-end process perspective are maintained with statistically valid sampling.
• Providing quality results at an individual, team, and department level.
• Providing monthly, quarterly, and annual quality reviews. Provides detailed reporting along with recommendations for quality improvements.
• Identify and remedy defects within our call center process
• Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved
• Compile and analyze statistical data
• Ensure that user expectations are met
• Draft quality assurance policies and procedures
• Investigate customer complaints and product issues

How important are you to the bottomline

This role will be working with the operations team and reporting to the head of operations. You will work closely with various departments to perform and validate test cases based on quality requirements, and recommend changes to predetermined quality guidelines.

The biggest problem solving duties on the job

In this role, You should demonstrate strong attention to detail and have analytical and problem-solving abilities. The ideal candidate must be able to interpret and implement quality assurance standards and provide accurate and comprehensive feedback to colleagues and customer.

What do you need to have done in your career

• An ideal candidate should have at least 1 year of experience in a call center
• Willingness to learn with a growth mindset
• Attention to details
• Strong analytical and reporting skills
• The candidate should also have good computer skills (MS Word, Excel, PowerPoint)
• Excellent communication
• Interpersonal skills.

What do you stand to gain

• Salary compensation between 150k - 300k
• Work alongside & learn from best-in-class talent
• Join a market leader within the Insurance space
• Attractive Salary & benefits
• Fantastic work culture
• Work and learn from some of the best in the industry
• Great work-life balance.