Customer Experience Analyst at Security First Insurance in Ormond Beach, FL

Job description

• The Customer Experience Analyst is responsible for managing Customer Support Voice of the Customer (VoC) and Quality Assurance/Quality Control (QA/QC) programs, analyzing customer feedback and operational performance data, and delivering insights that drive continuous improvement in service quality and customer satisfaction.

Responsibilities

• Own and manage Customer Support VoC programs, including customer surveys, feedback analysis, reporting, and follow-up activities.
• Develop dashboards, reports, and actionable insights to support Customer Support leadership decision-making.
• Conduct quality reviews of customer interactions across email, chat, and phone channels to evaluate service quality and identify improvement opportunities.
• Facilitate QA calibration activities and partner with leadership to improve performance consistency.
• Administer the customer and agent support portal, including issue intake, tracking, reporting, and coordination of urgent system fixes.
• Analyze customer feedback and operational data to identify trends, service gaps, and opportunities to enhance the customer experience.
• Partner with Customer Support leadership, Learning & Development, and other business areas to implement process improvements, training resources, and performance support materials.
• Promote adherence to established procedures, company policies, and regulatory requirements while maintaining strict confidentiality standards.
• Support emergency response operations during weather events, natural disasters, or other critical incidents affecting customers, including working additional hours as needed.
• Perform other duties as assigned and maintain effective working relationships in support of a collaborative, inclusive, and customer-focused work environment.

Requirements

• • High School Diploma or equivalent
• • Two (2) years’ experience in customer experience, quality assurance, contact center, or customer service
• • OR an equivalent combination of education, certification, training, and/or experience
• • Florida property & casualty (P&C) 440 license or ability to obtain within 90 days of employment
• • Insurance industry designations or trade certifications as required
• • May be required to possess a valid state of Florida driver’s license

Skills

Required

• Customer experience
• Quality assurance
• Contact center operations
• Customer service
• Data analysis
• Reporting
• Dashboard development
• Quality review of customer interactions
• QA calibration
• Customer support portal administration
• Process improvement
• Training resource development

Benefits

• We're serious about our work but we also believe work should be enjoyable.
• Our offices were designed with our team members in mind and includes:
• State-of-the-art fitness center
• Complimentary chef-prepared lunches monthly
• Beautiful walking trail around our offices
• Team Member appreciation events throughout the year
• Food truck events featuring local favorites
• Professional development, mentoring, and continuing education
• Competitive benefits package including medical, dental, vision, paid time off, 401(k), and more
• At Security First, you'll find a collaborative culture where people genuinely enjoy working together and where your expertise is valued.