Consumer Experience Analyst

Ear Professionals Group

. Support quality and performance improvement initiatives by analyzing operational and customer experience data .

Posted 9/19/2026full-timeUnited StatesMid-LevelSenior💰 $60,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in data analysis and reporting, with a focus on call center performance and quality improvement. Proficient in providing actionable insights and recommendations to enhance operational efficiency and customer experience.

Highest-signal resume keywords

Data AnalysisCall Center ReportingRoot Cause AnalysisXM DiscoverCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisCall Center AuditingPerformance MetricsRoot Cause AnalysisTrend ReportingMS ExcelProblem SolvingCritical ThinkingDecision MakingResearch Skills

Soft Skills

Verbal CommunicationWritten CommunicationPresentation SkillsCollaborationMentoring

Tools & Technologies

XM DiscoverReporting ToolsDashboards

Industry Keywords

HealthcareHearing HealthSOPsTrainingCustomer Experience

About the role

Key responsibilities & impact

Support quality and performance improvement initiatives by analyzing operational and customer experience data
Identify trends, emerging issues, performance opportunities, and root causes
Use XM Discover and other reporting tools to analyze call quality, operational, and customer experience data
Perform root cause analysis on quality findings and performance metrics
Develop, maintain, and communicate quality, performance, and trend reporting
Provide actionable recommendations to leadership, supervisors, and training teams to reduce errors and improve processes and performance
Collaborate with call agents and supervisors to identify improvement and education opportunities
Act as a resource and mentor to others
Support the training team with call team utilization of SOPs and educational/training classes
Complete closed-loop follow-up with members or providers when required
Coordinate work activities with peers or team members
Plan, prioritize, organize, and complete work to meet established objectives

Requirements

What you’ll need

Bachelor’s degree OR 3+ years of experience in data analysis, Call Center auditing, Call Center reporting, or 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
Degree in Business, Marketing, Communications, Finance, Math, Health Administration or related field preferred
Direct healthcare experience with a focus on Hearing Health preferred
Strong critical thinking skills including problem solving, decision making and analysis preferred
Prior experience using call center data and reporting preferred
Experience working with virtual teammates and stakeholders preferred
Experience using dashboards in XM Discover preferred

Benefits

Comp & 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
Eligibility, after a qualifying period, to participate in performance-based and discretionary incentive programs