Quality Analyst, Customer Experience

Lake County, Illinois, USA
Feb 21, 2018
Required Education
Bachelors Degree
Position Type
Full time
Create a Center of Excellence(COE)for the Customer/Patient Experience. The COE will be the focus point for our call quality program, customer feedback surveys, and additional customer excellence data. This position is responsible for leading customer contact quality related activities regarding the monitoring of agent calls and technical compliance for Pharmacy Solutions, providing real time feedback to management for agent coaching and assisting with
overall Quality Management analysis, metrics, and reporting. The Customer Experience Analyst will analyze and provide feedback on call quality trends, process improvement opportunities and training needs. The position will lead call quality calibration sessions to establish consistency amongst all supervisors conducting call quality evaluations.

Key Responsibilities Include :
  • Participates in the creation of customer experience quality assurance policies, procedures and metrics.
  • Monitors and evaluates the quality of all customer contacts and associated system documentation.
  • Conducts in depth analysis of customer contact data obtained from multiple sources, including phone calls and surveys.
  • Documents adherence to required customer service quality standards and assigns component and overall performance scores. Identifies key recurring issues across the department. Results are compiled in monthly reports for each supervisor.
  • Provides continuous review and enhancement of established customer service quality standards, and recommends modifications where appropriate.
  • Constructs monthly monitoring plans for each agent based on performance and need for improvement.
  • Provides ongoing feedback and coaching to Management and Training regarding identified performance and/or inefficiency issues, training opportunities and recommended system and process modifications.
  • Actively facilitate scheduled calibrations with management as needed, and monitor program requirements.
  • Ensures that all performance and productivity goals relating to metrics and quality standards are being achieved
  • Supplement Team Manager/Supervisor monitoring of agent soft skills and compliance by sourcing and monitoring customer contacts.
Qualifications : Basic:
  • Minimum of one year experience in a call center environment, healthcare office, corporate setting, or healthcare insurance provider or pharmacy is required.
  • Prior experience in a quality or coaching related role preferred.
  • Working system knowledge of telephony platforms and call recording solutions, with AVAYA and/or NICE experience preferred.
  • Advanced or intermediate experience working with Microsoft Office Program Suite including Excel, Word, Outlook and PowerPoint required.
  • Strong written and verbal communication skills required.
  • Knowledge of reimbursement and healthcare billing preferred.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

  • Knowledge of private payers, pharmacy benefits, medical benefits, Medicare Part D, Medicaid and alternate funding resources preferred.
  • Strong ability to motivate people through positive communication and constructive criticism required.
  • Must be detail oriented, self-motivated and goal driven.
  • College Degree or equivalent experience strongly preferred.