Consultant, Perf Monitoring (SNX)

What Performance Monitoring contributes to Cardinal Health
Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.

• Performance Monitoring is responsible for monitoring, analyzing and reviewing customer contact quality
• Quality Assurance is essential factor in the overall customer experience; it sets the standard and ensures that a service meets the customer’s expectations, and it is crucial to achieving customer satisfaction

Qualifications

• 1-2 years of experience doing Verint Speech Analytics
• 3-5 years of QA/Performance Monitoring experience
• BA, BS or equivalent experience in related field. Advance Degree may be required
• Open to Hybrid Setup (Once-a-week RTO)
• Open to Night Shift (EST hours)

What is expected of you at this level?

• Apply working knowledge in the application of concepts, principles, and technical capabilities to perform varied tasks
• Work on projects of moderate scope and complexity
• Identify possible solutions to a variety of technical problems and takes actions to resolve
• Apply judgment within defined parameters
• Receive general guidance or more detailed instruction on new projects

• Monitor phone calls, emails and reports, remotely or side-by-side, to ensure that representatives are following the organization’s protocols

• Create, build, edit/maintain Speech Analytics categories in partnership with stakeholders
• Do interaction analysis using Speech Analytics to monitor and analyze customer interactions, identifying patterns, trends, and opportunities for process improvements
• Facilitate Speech Analytics reporting/readout that includes actionable insights and relevant business data (daily/weekly/monthly)
• Attend process update meetings, brainstorming sessions, or any meetings that need Quality representation
• Attend project/process-related meetings where Quality insight is needed
• Facilitate QA Talk/Walkthrough Sessions, when needed
• Facilitate/co-facilitate Speech Analytics-related requirement completion for new business onboarding
• Act as liaison between the business and Verint IT
• Facilitate Speech result audits, if needed

• Conduct research and root cause analysis for received escalations and/or feedback
• Work with various teams to provide resolution and/or service recovery to customers
• Provide information about the outcome of requests from customers, sales, and/or colleagues

• Participate in the planning and implementation of strategies developed to address identified opportunities/root causes and improve overall customer experience
• Assist in the development and continuous improvement of processes, key performance indicators and tools used by the department
• Implement and/or refine initiatives to bridge skill gaps, correct broken internal processes within his/her own department, or other areas of the organization directly/indirectly impacted
• Lead activities related to information dissemination or providing process updates. This includes huddles, train-the-trainer session, training/up-training and refresher sessions, whenever needed
• Evaluate individual and team performance to identify trends, provide coaching to agents in collaboration with the team leads, to improve overall performance
• Ensure adherence to requirements through data collection and the use of various statistical methods for sampling and analysis of data and/or reports
• Provide support to operations, and other departments, as needed

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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