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Skechers Logo Skechers · Customer Service

Customer Care Analyst

United States, Rancho Belago 70304.00 USD / Year · Job Posted January 26, 2026
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Job Description

The Customer Care Analyst is responsible for interpreting and analyzing customer service operations data, identifying performance trends through systematic evaluation, and driving continuous improvement initiatives to enhance the customer experience and agent performance through direct, in-person collaboration with our team at our call center facility.

Job Responsibility

  • Research, design, and implement a comprehensive contact monitoring program for calls, emails, and live chat through direct observation and data interpretation pulled from system queries
  • Generate and distribute daily, weekly, and monthly performance reports to appropriate stakeholders
  • Audit customer interactions through comprehensive quality assessments and provide feedback reports to supervisors
  • Communicate regularly with supervisors to review agent performance data and coordinate analytical coaching insights
  • Provide comprehensive analysis results to Training Manager for skill gaps
  • Perform root cause analysis on customer service issues using AI-powered analytics, researching and resolving discrepancies or errors in service processes
  • Monitor real-time call center metrics, troubleshoot issues, and escalate problems as needed to ensure smooth operations
  • Analyze customer feedback and complaints data, taking corrective actions to address systemic service gaps
  • Track and measure the effectiveness of improvement initiatives
  • Conduct calibration sessions with supervisors to ensure consistent evaluation standards
  • Analyze customer service operations using Skechers' AI platform (Skech AI) to identify trends and improvement opportunities through data interpretation
  • Work closely with Skech AI engineers to improve functionality and coordinate technical enhancements

Requirements

  • Bachelor's degree required
  • Minimum 3-4 years of experience in customer service call center operations, quality assurance, or similar role
  • Excellent oral and written communication skills with the ability to provide constructive feedback in person
  • Leverage Microsoft Office programs and analytical tools to analyze customer service data in an efficient manner
  • Strong analytical and problem-solving skills with attention to detail and accuracy in quality assessment
  • Proficiency in data analysis
  • Experience with call recording systems, quality monitoring software, and multi-channel contact evaluation
  • Familiarity with call center software and CRM systems
  • Ability to analyze and translate complex data into actionable business insights

Nice to have

  • Experience in a retail or e-commerce customer service environment preferred
  • Quality assurance or contact center monitoring experience preferred
  • Experience with customer satisfaction survey tools and AI-powered sentiment analysis preferred
  • Background in advanced reporting methodologies and artificial intelligence applications preferred
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