As the Customer Service (CS) Data Analyst – Quality and Analytics, you will be responsible for the coordination and performance of data analytics for Customer Service. Partner with identified business areas to gather requirements and deliver solutions by applying call quality management, speech analytics, and customer service expertise. Lead the delivery of reporting and analysis on internal and external service, operational metrics, call quality, and experience metrics. Responsible to map all touch points across the customer experience and identifies voice of the customer measures that are critical to quality and delivery.

• Utilize data analytics tools and methodologies to identify issues and trends, generate insights, and recommend actionable solutions while effectively communicating findings through data storytelling of relevant call center data.

• Represent Customer Service and system owner in identifying, supporting, and delivering enhancements and updates in the call quality management and speech analytics software.

• Responsible for quality management system processes and process documentation for Customer Service. Develop and maintain business process documentation and business requirements for the software system within Customer Service and related operational areas.

• Develop and maintain a working knowledge of UCare’s Call Center data. This includes the call quality management system and other CS systems. Collaborate closely with IT and Vendor(s) to identify any technical issues, determine root cause and provide updates to CS Leadership. Updates can include, but not limited to, analysis and recommendations for opportunities of continuous improvement and innovation.

• Collaborate with CS leadership, CS system owners, and other stakeholders to establish a data and analysis framework that supports effective decision-making and establishes the voice of the customer.

• Serve as a department liaison on interdepartmental committees and work groups, as assigned. Communicate relevant information arising from this groups to staff and CS Leadership.

• Develop and present recommendations for improvements to CS leaders, stakeholders, and business partners throughout the organization.

• Support Quality Advocates, as needed, with auditing a subset of agents’ interactions, listening to our customers and collecting feedback across multiple channels.

• Other projects and duties as assigned.

Education

Bachelor’s degree: demonstrated experience may be considered in lieu of degree.

Required Experience

Three years of progressive experience in data analytics. Demonstrated experience with Call Recording/Quality Management/Analytics software. Advanced Excel experience. Experience in completing complex analytics, defining specifications, reporting solutions and presenting findings to management, senior management and external partners.

Preferred Experience

Experience with Project Management and Process Improvements methodologies. Experience working with call center technology, such as Calabrio and Post Call Surveys. Experience working in a call center environment.

Experience working in health care. Experience with software testing, test management, and defect tracking tools.

THE UCARE DIFFERENCE

The UCare difference is our people power – employees actively working on the behalf of our members to get them access to the health care they need. We value and respect each individual's ideas and contributions, and provide the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, and a myriad of volunteer activities. If you're looking for an inclusive environment that celebrates your people power, helps you build on your strengths and gives you the opportunity to truly make a difference, we invite you to apply.

As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.

JOB POST DATE: 05/02/2023