Customer Experience Analyst

Job Title: Customer Experience Quality Analyst
Location: Stamford, CT (onsite 4 days, remote 1 day)
Duration: Through End of Year (EOY) – Potential for Extension

About the Role:

Join a high-impact project with a leading telecommunications client focused on transforming the customer experience. You’ll play a critical role in supporting the development of cutting-edge AI-powered tools by analyzing real customer interactions and surfacing key insights that drive innovation.

What You Bring:

• 5+ years of experience as a Business Analyst, Data Analyst, or similar role with a focus on customer data or service metrics

• Proficiency in PowerPoint, Excel, and Word

• Exceptional written and verbal communication skills

• Strong attention to detail and the ability to stay organized in a fast-paced setting

Bonus Points For:

• Prior experience in the telecommunications industry
• Familiarity with customer service environments or AI-powered tools

What You'll Do:

• Listen and Analyze: Spend approximately 80% of your time reviewing and analyzing customer service calls to extract actionable data points.

• Spot Trends: Identify themes, patterns, and recurring issues to inform tool development and process improvements.

• Collaborate Cross-Functionally: Partner with AI specialists, training teams, and other departments to enhance the accuracy and performance of intelligent tools.

• Contribute to AI Development: Work closely with teams training AI models—your insights will help improve machine learning outcomes.

• Support Team Goals: Operate within a highly collaborative environment that values precision, critical thinking, and innovation.
  
  
  TSG is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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