Performance Excellence Analyst

Summary

The Performance Excellence Analyst is focused on conducting observations and ensuring the quality of the customer interaction between the Case Management and Reimbursement team members (phone agents, Team Leads, Field and other roles as required) and customers. As omni channel capabilities are introduced to the CEC customer journey, this role will support those interactions as well and may in-clude email, SMS / text, chat, and other channels.

This role will ensure a consistent and compliant application of communication techniques, work process document (WPD) procedures and customer service best practices by coaching and delivering feedback to Case Management and Reimbursement team members (phone agents, Team Leads and other roles as required) thereby developing them to a higher level of performance. The Performance Excellence Ana-lyst functions as an information source when special or critical case quality issues occur. This position will work in conjunction with the Case Management, Reimbursement and Workforce Management teams to maintain overall program quality.

About The Role

Key Responsibilities

• Monitor multi-channel customer interactions to ensure quality and compliance standards are consistently met
• Evaluate agent use of systems and documentation to support accurate customer engagement
• Conduct coaching sessions and deliver timely feedback to improve agent performance
• Assess agent adherence to communication materials and customer service best practices
• Identify and report adverse events and product complaints per Novartis protocols
• Collaborate with workforce management to drive productivity and operational excellence
• Document and share performance trends to support contact center development
• Use analytics tools to uncover insights that improve customer and agent satisfaction
• Recommend training and development areas based on quality evaluations
• Support continuous improvement initiatives across Patient Support Center processes

Essential Requirements

Desirable Requirements

Why Novartis : Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients' lives. Ready to create a brighter future together https : / / www.novartis.com / about / strategy / people-and-culture

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Benefits and Rewards : Read our handbook to learn about all the ways we'll help you thrive personally and professionally : https : / / www.novartis.com / careers / benefits-rewards

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Skills Required

Microsoft Excel