Customer Experience Analyst

Job Description
THE POSITION:

This Customer Experience Analyst is primarily responsible for conducting, documenting, analyzing, and providing feedback and coaching related to call monitoring and case audit evaluations for client programs in order to provide positive, patient-minded experiences, client delight and operational excellence of the department and organization.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:
Performing call monitoring evaluations of assigned client specific programs to ensure compliance to client and EVERSANA specifications and designated scorecard type.
Performing case audit evaluations of assigned client specific programs to ensure accuracy and completeness of patient records.
Establishing and communicating customer experience expectations and best practices utilizing quality standards and compliance requirements.
Providing appropriate and effective feedback/coaching from call monitoring and case audit evaluations to contact center associates in order to improve overall scores for assigned client specific programs.
Tracking and trending program scores at the associate level and program level in order to analyze results and determine appropriate action plan(s), as needed, to improve or maintain scores.
Providing actionable insights and trends through the development of client specific quality measures, assessments, improvements, and other reports for internal and external review.
Assisting in developing and maintaining assigned client specific program documents (i.E., Business Rules Document, Program Overviews, etc.) and developing and updating, as needed, program scoring criteria to client program and EVERSANA specifications.
Identifying and resolving process problems within assigned client specific programs for Adverse Events and Product Quality Complaints.
Providing call quality and drug safety training on topics including but not limited to Call Quality.
All other duties as assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
EXPECTATIONS OF THE JOB:
Travel (Minimal)
Hours (40 hours per week, Monday through Friday with occasional overtime)
The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.
An individual in this position must be able to successfully perform the expectations listed above.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.
Associate's Degree in a related field or equivalent experience.
Customer service contact center experience of approximately two (2) years.
Must be able to learn and support multiple client programs simultaneously.
Outstanding communication skills with the ability to deliver feedback effectively.
Must be able to remain objective in evaluations.
Strong computer skills, with working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).