Credit Analyst
Bank of America
Member Experience Analyst
Porter
full-time
Posted on:
Location: South Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $65,000 - $75,000 per year
Job Level
Mid-LevelSenior
About the role
- Evaluate effectiveness and quality of member interactions across telephonic, digital, and in-home channels
- Monitor and analyze member interactions (call recordings, digital engagement, visit outcomes, and survey data) to assess quality, consistency, and effectiveness
- Compile member satisfaction survey results, analyze themes, and produce client-facing reports highlighting engagement effectiveness and improvement opportunities
- Document, categorize, and track member concerns and complaints; prepare reports with root cause analysis and recommended resolutions
- Define, track, and report KPIs related to member engagement, including connection rates, satisfaction scores, and resolution turnaround times
- Partner with Member Engagement, Client Success, and Operations teams to recommend and implement enhancements to outreach approaches, scripts, and workflows
- Coordinate routing of member referrals and flagged issues to correct stakeholders, ensuring compliance with client and regulatory policies
- Prepare regular analytic summaries highlighting systemic trends, training opportunities, and member experience risk factors
- Support cross-functional initiatives to optimize the member journey and align operational execution with member expectations
Requirements
- Strong analytical and organizational skills with proven ability to evaluate complex datasets
- Experience in member engagement, healthcare administration, quality assurance, or contact center analytics preferred
- Proficiency in Microsoft Excel and data analysis tools (pivot tables, charts, trend reporting)
- Familiarity with CRM, call monitoring, or workforce management platforms a plus
- Effective written and verbal communication skills, with ability to translate insights into actionable recommendations
- Proven ability to manage multiple priorities while maintaining attention to detail and process integrity
- Analytical Thinking: Ability to identify patterns, root causes, and actionable opportunities in member interaction data
- Quality Focus: Strong eye for detail in evaluating service delivery and adherence to standards
- Communication: Clear, concise reporting and professional correspondence with stakeholders
- Technology: Skilled in Excel, reporting dashboards, and complaint/issue tracking tools
- Collaboration: Ability to work effectively across client success, engagement, and operations teams
