COS Payments Solution Center – Client Service Analyst

Client Service Analyst

Our Client Service Analyst safeguard your campaigns by validating email lists, reducing bounce rates, and maximizing deliverability. Trust us to keep your outreach accurate, efficient, and impactful—so your message always lands where it matters most.

As a Client Service Analyst within the Global Client Support Team, you will be part of the Email Verification Team who will monitor client interactions across all regions and provide independent review of employee actions and business processes. You will ensure the accuracy and integrity of email communications, helping to maintain high standards of client service and compliance.

Job Responsibilities:

• Measure client experience and ensure compliance with business requirements.
• Review email interactions and coach on procedural break points; escalate urgent issues.
• Verify and approve external emails in line with global processes.
• Drive performance improvements through training, policy updates, process enhancements, automation, and technology.
• Support agent readiness with ad hoc reviews, knowledge certification, and targeted monitoring for new hires and initiatives.
• Conduct time and motion studies and process reviews to ensure consistency and efficiency.
• Partner with Supervisors and Managers to document employee performance and support process improvement.
• Facilitate calibration sessions with Quality Management and Production teams.
• Participate in Product Listening sessions to represent client feedback and guide product enhancements.

Required Qualifications, Capabilities, and Skills

• Proficient in English required
• Time management and organizational skills; Excellent verbal and written communication skills; Exhibits ability to work effectively in a team environment
• Strong organizational and decision making skills; Strong analytical and problem solving skills
• Ability to quickly adapt and learn new products and technologies; Ability to work in a fast paced performance environment
• Detail-oriented; thorough in review process and able to follow through to resolution; Ability to multi task while working under minimal supervision.
• Proficient in various desktop and internet based applications
• 3 years or more customer service experience in a call center environment