Senior Analyst, Customer Experience

Role Summary

The Senior Analyst, Customer Experience will be the focal point for the call quality program, customer feedback surveys, and additional customer excellence data. This role leads customer contact quality activities related to monitoring agent calls and technical compliance for Pharmacy Solutions, providing real-time feedback to management for coaching, and assisting with overall Quality Management metrics and reporting. The analyst will analyze call quality trends, identify process improvement opportunities, and determine training needs. The position will lead call quality calibration sessions to establish consistency among supervisors conducting evaluations. This is a hybrid role in North Chicago (3 days onsite / 2 days remote).

Responsibilities

• Participate in the creation of customer experience quality assurance policies, procedures and metrics.
• Monitor and evaluate the quality of all customer contacts and associated system documentation.
• Conduct in depth analysis of customer contact data obtained from multiple sources, including phone calls and surveys.
• Utilize and/or leverage AI insights to enhance overall agent performance.
• Responsible for vendor management and actively engaging with business partners to support change management and transformation initiatives.
• Drive customer service quality standards across the organization and identify key recurring issues across departments. Results are compiled in periodic reports for each supervisor.
• Provide continuous review and enhancement of established customer service quality standards, and recommends modifications where appropriate.
• Construct monthly monitoring plans for each agent based on performance and need for improvement.
• Provide 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.
• Ensure that all performance and productivity goals relating to metrics and quality standards are being achieved.
• Support Team Manager/Supervisor monitoring of agent soft skills and compliance by sourcing and monitoring customer contacts.

Qualifications

• Preferred: College Degree or equivalent experience strongly preferred.
• Preferred: Prior experience in an analytical role is highly preferred.
• Preferred: Minimum of one year experience in a call center environment, healthcare office, corporate setting, or healthcare insurance provider or pharmacy is preferred.
• Preferred: Working system knowledge of telephony platforms and call recording solutions.
• Required: Advanced or intermediate experience with Microsoft Office Suite including Excel, Word, Outlook and PowerPoint.
• Required: Strong written and verbal communication skills.
• Strong ability to motivate people through positive communication.
• Must be detail oriented, self-motivated and goal driven.