Customer Experience Analyst

4 weeks ago

Chesterfield, United States EVERSANA Full time
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).

Qualifications

PREFERRED QUALIFICATIONS:

  • Bachelor's or Associate's degree in a related field.
  • Three (3) years of contact center experience analyzing, solving issues and providing feedback.
  • Three (3) years working in a quality capacity.
  • Pharmaceutical or Healthcare experience.
  • Knowledge of CRM (customer relationship management) systems.
  • ASQ Certification(s) as applicable.
  • Advanced computer skills, with working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.



Additional Information

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others. 

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

EVERSANA is committed to providing competitive salaries and benefits for all employees. The anticipated base salary range for this position is $47,000 to $75,000 and is not applicable to locations outside of the U.S.  The base salary range represents the low and high end of the salary range for this position.  Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living).  EVERSANA reserves the right to modify this base salary range at any time.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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