Sr. Customer Care Representative

Description

Maytronics North America is seeking a Senior Customer Care Representative focused on Business Analysis & Quality Insights to support our Customer Care organization and outsourced contact center partner.

This role turns Customer Care data into actionable insight. The primary focus is business analysis, interpreting operational performance, identifying trends and root causes, and recommending practical improvements. Quality assurance is a secondary function, providing the interaction-level evidence that informs analysis. The role also supports complex escalations and works closely with leadership, training, reporting, and outsourced partner teams. This is an in office position based in our Duluth, GA office.

Responsibilities:

Business Analysis & Performance Insights

· Analyze Customer Care performance data to identify trends, recurring issues, and operational risks.

· Evaluate relationships between quality results, CSAT, NPS, repeat contacts, and service performance.

· Lead root-cause analysis of complaints, operational defects, and service failures.

· Build operational reports, dashboards, and leadership presentations.

· Support Annual Operating Plan (AOP) preparation by compiling data, identifying trends, and developing supporting materials.

· Track improvement initiatives and corrective actions, measuring whether changes improve performance.

· Present findings and data-driven recommendations to Customer Care leadership.

Quality Assurance

· Conduct quality evaluations of phone, email, and chat interactions.

· Partner with the outsourced Quality Management team on calibration sessions and consistent scoring standards.

· Monitor quality scores, critical errors, and new-agent readiness.

· Recommend coaching, training, or process corrections based on quality findings.

Escalation & Cross-Functional Support

· Handle first- and second-level escalations involving complex issues, repeat failures, and warranty concerns, documenting actions and resolutions accurately.

· Identify recurring escalation trends and recommend preventive actions.

· Participate in vendor performance reviews and support rollout of new products, processes, and policies.

· Provide backup coverage for reporting, training, and operations during high-volume periods or absences.

This position also requires direct phone support as needed.

Requirements

· 3+ years of experience in customer care, contact center operations, or a related environment.

· High School Diploma or GED required; College degree or equivalent experience preferred.

· Experience in business analysis, performance reporting, or customer experience analysis; quality assurance experience is a plus.

· Strong analytical and problem-solving skills, with the ability to identify trends and communicate findings clearly.

· Advanced proficiency in Microsoft Excel and Microsoft Office applications.

· Strong written and verbal communication skills and attention to detail.

· Ability to work independently, manage competing priorities, and collaborate across departments.

· Experience with Salesforce, contact center platforms, or quality monitoring systems.

· Knowledge of contact center KPIs, including SLA, AHT, QA, CSAT, NPS, and repeat contacts.