Customer Service Excellence Specialist
hace 4 semanas
About the Role
The Performance Excellence Analyst is a vital position within Novartis, responsible for ensuring the quality of customer interactions in the Patient Support Center.
Key Responsibilities:
- Monitor and evaluate agent performance to ensure accurate documentation and adherence to quality assurance policies.
- Interface with workforce management to drive productivity improvement and operational excellence.
- Perform scheduled coaching sessions to provide quality performance feedback and skill coaching.
- Evaluate agent utilization of Novartis technology systems and assess performance metrics.
Techncial Skills:
- Experience with QA monitoring systems such as Genesys, NICE, or Verint.
- Ability to work with multiple systems, including CRM, telephony platforms, and recorded calls.
Education and Qualifications:
- Bachelor's degree required.
- 1-3 years of contact center or related quality monitoring experience.
Salary Estimate: $60,000 - $80,000 per year, depending on location and experience.
Benefits:
- A competitive salary package.
- Opportunities for career growth and professional development.
Location: Mexico, US, or other locations within the Americas region.
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