Top 26 Customer experience analyst Jobs in Pensacola, Fl

Customer Service Quality Assurance Analyst
West Florida Medical Center Clinic PA —Pensacola, FL
- Extended hours
- English
- Mid-level
- Analysis skills
Program Analyst
Intuitive Research and Technology Corporation —Pensacola, FL
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- 5 years
- Bachelor of Science
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Operations Research Analyst
JANUS Research Group —Pensacola, FL
- $68,000 - $73,000 a year
- Full-time
- Mid-level
- Ability to lift 50 pounds
- Analysis skills
- Health insurance
- Referral program
9h
Appian Analyst
ASRC Federal —Pensacola, FL
- Full-time
- Remote
- Computer Science
- 5 years
- Mid-level
- Paid holidays
- Health insurance
Quick Apply
4d
Aviation Training Analyst
CACI —Pensacola, FL
- $46,600 - $95,600 a year
- Urgently hiring
- Microsoft Word
- Office
- Windows
- Health insurance
Human Resources Analyst
Santa Rosa County, FL —Milton, FL
- $22.27 - $24.49 an hour
- Online Application
- Microsoft Word
- Computer literacy
- Writing skills
- Paid jury duty
- Paid holidays
1d
Systems Architecture Analyst, Mid
Booz Allen Hamilton —Pensacola, FL
- $55,300 - $126,000 a year
- Full-time
- Microsoft Excel
- Microsoft Outlook
- System design
- Health insurance
- Flexible spending account
12d
Task Group Naval Aircrew (TG NAC) Production Analyst – A School
CACI —Pensacola, FL
- $46,600 - $95,600 a year
- Urgently hiring
- Microsoft Word
- Research
- Windows
- Health insurance
13h
Senior Business Analyst
Baptist Health Care Corporation —Pensacola, FL
- Full-time
- Background check
- Computer science
- Computer Science
Quick Apply
6d
Financial Analyst
Ascend Performance Materials —Pensacola, FL
- Hybrid work
- CPA
- Bachelor of Science
- Mid-level
Multidisciplinary Language Analyst (Mandarin)
Sawdey Solution Services —Pensacola, FL
- From $150,000 a year
- Full-time
- 7 years
- Microsoft Excel
- Microsoft Outlook
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Analyst III - Linux
Global Business Solutions, Inc. —Pensacola, FL
- Temporary
- Computer Science
- 3 years
- Bachelor's degree
Senior Technical Business Analyst - Atlanta, Georgia
AHU Technologies Inc —United States
- $55 - $60 an hour
- Full-time
- Remote
- Computer science
- Computer Science
- Office
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customer experience analyst jobs near pensacola, fl

Customer Service Quality Assurance Analyst

West Florida Medical Center Clinic PA -
Pensacola, FL

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Job Details

Qualifications

Data integrity assurance
Non-technical user support
Data validation techniques
English
Technical user customer support
Data integrity and documentation
Bachelor's degree
Managing projects
Cross-functional collaboration
Cross-functional communication
Data analysis software

Full Job Description

Description:

JOB SUMMARY

The Customer Experience Platform & QA Analyst administers MCC’s conversation-intelligence platform and ensures accurate configuration, data integrity, and operational readiness across Patient Access and related departments. This role analyzes call-quality data, develops and manages QA scorecards, and provides actionable insights to improve call handling, customer experience, and department performance. The Analyst also supports platform onboarding, user training, workflow documentation, and ongoing optimization in collaboration with departmental leadership, IT, and platform vendors.

EDUCATION/EXPERIENCE REQUIREMENTS

Bachelor’s degree required; preferred fields include Business Analytics, Data Science, Information Systems, Operations Management, or a related discipline.
1–3 years of experience in data analysis, software implementation, system onboarding, workflow optimization, or quality assurance.
Experience with analytics tools, reporting platforms, call-performance systems, or customer experience software preferred.
Coursework or experience in Statistical Quality Control, Data Visualization, Process Improvement, Business Analytics, or Operations preferred.
Prior exposure to conversation intelligence tools, call review systems, workflow automation platforms, or CRM systems is highly desirable.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Manage configuration, settings, and integrations within the conversation-intelligence platform, ensuring accuracy and alignment with MCC’s operational requirements.
Maintain user access, permissions, routing logic, and departmental structures within the platform.
Coordinate with IT and vendors on technical issues, system updates, enhancements, and data-flow troubleshooting.
Monitor system performance to ensure recordings, analytics, and reporting tools function as expected.
Support workflow automation, tagging structures, disposition codes, and other platform-level optimization tools.
Develop, maintain, and manage standardized QA scorecards for Patient Access and departmental stakeholders.
Review call data, sentiment analysis, and interaction trends to identify opportunities for improved scripting, call flow, and customer experience.
Produce regular QA reports, performance dashboards, and insight summaries for department leadership.
Partner with supervisors to calibrate scoring, align feedback approaches, and ensure consistency in quality evaluation.
Track trends and provide recommendations to reduce call variability, improve first-call resolution, and enhance the overall patient journey.
Lead or support onboarding and training for new users, including platform navigation, QA expectations, and workflow standards.
Create and maintain user guides, reference materials, QA standards, and process documentation.
Provide ongoing user support for platform questions, functionality issues, and best-practice workflows.
Collaborate with Training & Development, supervisors, and department leads to ensure training programs remain aligned with evolving platform capabilities.
Partner with Patient Access, PAD-O, PSS, and other departments to map workflows and ensure the platform supports operational needs.
Identify opportunities to streamline call workflows, reduce inefficiencies, and enhance service standards.
Participate in cross-departmental initiatives to improve scripting, call handling expectations, and communication alignment.
Support the implementation of new processes, platform features, and quality-improvement initiatives.

CORPORATE CULTURE RESPONSIBILITIES

Follow established corporate and department-specific policies and procedures.
Attend all corporate and department-specific required training.
Uphold MCC’s Purpose, Values, and Vision.
Abide by MCC’s Corporate Culture Responsibilities.
Perform other duties as may be assigned cheerfully and willingly.

Requirements:

KNOWLEDGE, SKILLS AND ABILITIES

Strong analytical skills with the ability to interpret data, identify trends, and translate insights into actionable recommendations.
Advanced proficiency in Microsoft Excel, including pivot tables, formulas, and data validation; experience with dashboards or BI tools preferred.
Ability to learn and navigate new software platforms quickly and provide support to end users.
Close attention to detail, strong organizational abilities, and effective documentation skills.
Strong verbal and written communication skills, with the ability to explain technical concepts in a clear and understandable way.
Ability to manage multiple projects, timelines, and cross-functional requests simultaneously.
Demonstrated ability to work collaboratively with staff at all levels of the organization in a cooperative, team-oriented environment.
Ability to maintain professionalism, confidentiality, and a positive attitude while navigating change or system challenges.
Customer service mindset with the ability to understand patient impact, service workflows, and frontline operational needs.
Proficient in the English language, both written and verbal; able to communicate professionally with individuals of varying backgrounds.
Demonstrates good listening skills, the ability to ask clarifying questions, and the ability to incorporate feedback appropriately.

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

Standing/Walking: Occasionally; activity exists up to 1/3 of the time.
Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time
Ability to look at a computer screen for extended periods.
Ability to perform constant repetitive hands and finger motions.
Ability to work in various positions (standing, sitting, bending, and walking) for extended periods of time during an 8-hour workday.
Talking (Must be able to effectively communicate verbally): Yes
Seeing: Yes
Hearing: Yes

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

Must exhibit stable work behaviors daily.
Must possess adequate individual coping skills.
Ability to remain calm and professional regardless of workload or time constraints.
Must be able to work under stress and remain calm and professional.

WORK ENVIRONMENT

Exposed to frequent and constant interruptions in daily functions.
Must be available to customers and staff throughout the day.
Required to work extended hours to meet department needs.

Apply Now

Refine Your Search

customer experience analyst jobs in pensacola, fl

Customer Service Quality Assurance Analyst

Program Analyst

Operations Research Analyst

Appian Analyst

Aviation Training Analyst

Human Resources Analyst

Systems Architecture Analyst, Mid

Task Group Naval Aircrew (TG NAC) Production Analyst – A School

Senior Business Analyst

Financial Analyst

Multidisciplinary Language Analyst (Mandarin)

Analyst III - Linux

Senior Technical Business Analyst - Atlanta, Georgia

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