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Entry LevelFull-timeAI
Salary Range
$25,500 - $34,500 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
The Customer Experience Analyst will be the focal 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.
Key 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.
