Skechers · 8 hours ago
Customer Care Analyst
Rancho Cucamonga, CA
Full-time
Onsite
Mid Level
$70K/yr - $70K/yr
3+ years expSkechers is a global Fortune 500® company that develops and markets a diverse range of lifestyle and performance footwear, apparel, and accessories. The Customer Care Analyst is responsible for analyzing customer service operations data, identifying performance trends, and driving continuous improvement initiatives to enhance customer experience and agent performance.
FashionLifestyleShopping
Responsibilities
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
Qualification
Required
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
Preferred
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
Company
Skechers
Skechers is a Fortune 500® company — a growth-oriented brand that designs, develops, and markets a diverse product portfolio of lifestyle and performance footwear, apparel and accessories for men, women and children around the globe.
10001+ employees
H1B Sponsorship
Skechers has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (8)
2023 (8)
2022 (7)
2021 (2)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
$500M2025-05-05Acquired
2019-11-26Post Ipo Debt· $500M
1999-06-09IPO
Leadership Team
John Vandemore
Chief Financial Officer
Christopher Coye
Senior Vice President IT & CIO
Recent News
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Company data provided by crunchbase