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.
Key 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.
Minimum 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
Certifications and Licenses:
• 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
Why You'll Love Working Here
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.
Skills Required
- High school diploma or equivalent
- Two years of experience in customer experience, quality assurance, contact center, or customer service, or equivalent education, certification, training, and experience
- Florida property and casualty 440 license, or ability to obtain it within 90 days of employment
- Insurance industry designations or trade certifications as required
- Valid Florida driver's license may be required
What We Do
Security First Insurance Company, a leading provider of homeowners insurance in Florida, is based in Ormond Beach, Florida. Security First Insurance is nationally recognized for developing award-winning technology and is a three-time Florida Trend award winner for Best Companies to Work For in Florida in 2015, 2016, and 2017. Visit us at www.SecurityFirstFlorida.com for more information or call us at (877) 333-9992.
