Business/Systems Analyst III
Location: Stamford, CT
Job Type: contract
Company: The Select Group
Job Description Apply Now
Customer Experience Analyst (Stamford, CT)
We’re looking for a collaborative, detail-oriented individual to listen to customer calls, identify pain points, and clearly document what your findings and insights. Your work will help improve both customer and agent experiences and support teams training AI tools.
Candidates must be local to Stamford, CT or able to commute 5 days onsite.
Must-Have Qualifications-
3–5 years of experience in customer service, customer success, retention, or call-center-related roles
-
Strong communication skills, both written and verbal
-
Excellent attention to detail with strong note-taking and documentation habits
-
Ability to listen actively and capture key information accurately
-
Proficiency with Microsoft Excel, PowerPoint, and Word
-
Ability to work well in a team and communicate findings clearly
-
Organized, reliable, and able to manage changing priorities or timelines
-
Curious, analytical thinker who can spot patterns and use logic to solve problems
-
Open to feedback and committed to continuous improvement
- Experience in the telecommunications industry.
- 1+ years of experience creating data visualizations in Excel.
- Familiarity with Large Language Models (LLMs) or machine learning concepts.
-
Listen to recorded customer calls and capture important details (about 80% of the role)
-
Identify customer pain points, trends, and opportunities to improve the experience
-
Organize call data and maintain accuracy trackers to monitor AI model performance
-
Document findings clearly through summaries, reports, or simple Excel/PowerPoint visuals
-
Spot patterns in customer conversations and flag issues that need attention
-
Work closely with cross-functional teams, including analysts and AI specialists, and developers
-
Share insights in a clear, concise way that helps drive improvements
-
Support a team culture based on communication, accountability, and continuous learning
- 80%: Listening to and analyzing customer interactions, documenting key patterns.
- 20%: Collaboration and communication with cross-functional teams.
TSG is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
#LI-KG1
74264