[Remote] Sr Analyst,Conversational Analysis at CVS Health

Illinois, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Health TechIndustries

Requirements

Experience leveraging technology to analyze conversation transcripts and customer data
Ability to build and lead a new quality program from the ground up
Strong collaboration skills with contact center leaders, stakeholders, and analysts
Proficiency in developing reporting, dashboards, scorecards, and presentation materials
Skills in data analysis, root-cause analysis, and presenting insights clearly to leaders
Capability to conduct calibration reviews and educate teams on metrics and insights

Responsibilities

Leverage technology to automatically mine customer contacts to assess quality of service provided
Manage, collect, and organize information from contact center interactions
Collaborate with contact center leaders and stakeholders to determine program deliverables and expected timeframes
Manage progress and communicate regular progress updates
Partner with the Analyst, Conversational Analytics to ensure deliverables are completed to expectations and on time
Share reporting and analysis with organizational stakeholders and contact center leadership
Develop materials, such as dashboards and/or slides, to lead discussions with key organizational leaders
Present data and analysis in a clear and concise manner to showcase aggregate customer experiences with contact center call quality
Conduct ongoing calibration reviews of quality metrics with leaders to ensure the program informs decision-making and improves call quality
Develop role-based reporting and scorecards to assist with coaching and inform leaders about team performance
Educate teams to utilize metrics and insights produced by the quality program
Assist with root-cause analysis to determine potential causes of quality issues for action-oriented coaching
Ensure escalation of quality issues that merit follow-up and potential service recovery

Skills

Key technologies and capabilities for this role

Conversational AnalyticsQuality AssuranceContact Center AnalyticsData AnalysisCustomer Interaction Analysis

Questions & Answers

Common questions about this position

Is this role remote or office-based?

The position is located in Downtown Chicago (30 W. Monroe St.) or remote.

What are the main responsibilities of the Senior Analyst, Conversational Analytics?

The role involves leveraging technology to automatically mine customer contacts to assess quality of service, managing and organizing information from contact center interactions, collaborating with leaders on program deliverables, partnering with the Analyst to complete deliverables, and sharing reporting and analysis.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What is the company culture like at Oak Street Health?

Oak Street Health is a rapidly growing, innovative company focused on delivering higher quality health care in underserved communities, attracting team members who embody company values and are passionate about rebuilding healthcare.

What makes a strong candidate for this Senior Analyst role?

A strong candidate will have experience leveraging technology to analyze conversation transcripts and customer data, leading new programs from the ground up, collaborating with stakeholders, and delivering insights to improve customer experience in a contact center setting.

CVS Health

Comprehensive pharmacy and healthcare services

About CVS Health

CVS Health operates a large network of retail pharmacies and walk-in medical clinics across the United States, providing a variety of health-related products and services. Their offerings include prescription medications, over-the-counter health products, and beauty items, as well as pharmacy benefits management and specialty pharmacy services. CVS Health's integrated business model allows them to serve individual consumers, businesses, and communities effectively, with a focus on improving health outcomes and reducing healthcare costs. Unlike many competitors, CVS Health combines pharmacy services with medical care, making it easier for patients to access quality healthcare. The company's goal is to enhance access to healthcare and support individuals in achieving better health.

Woonsocket, Rhode IslandHeadquarters

1963Year Founded

DEBTCompany Stage

Healthcare, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Retirement Plan

Company Equity

Wellness Program

Professional Development Budget

Paid Vacation

Paid Holidays

Risks

Legal challenges related to opioid prescriptions could harm CVS's reputation and finances.

The DOJ's intervention in a whistleblower lawsuit may increase legal costs for CVS.

The Horizon Organic Milk recall exposes potential vulnerabilities in CVS's supply chain.

Differentiation

CVS Health operates over 9,600 retail pharmacies and 1,100 walk-in clinics nationwide.

The company integrates pharmacy benefits management with specialty pharmacy services for comprehensive care.

CVS Health offers tailored medication plans through personalized medicine and pharmacogenomics.

Upsides

Expansion of telehealth services allows CVS to reach more patients remotely.

Increased consumer interest in wellness boosts demand for CVS's health-related products.

The trend towards value-based care aligns with CVS's integrated healthcare approach.

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