Senior Analyst, Customer Experience

Company Description

Abb Vie is on a mission to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people’s lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about Abb Vie, please visit  Follow @abbvie on X, Facebook, Instagram, You Tube, Linked In and Tik Tok.

Purpose
The Customer Experience Analyst will be the focal point for our call quality program, customer feedback surveys, and additional customer excellence data. This position is responsible for leading customer contact quality related activities regarding the monitoring of agent calls and technical compliance for Pharmacy Solutions, providing real time feedback to management for agent coaching and assisting with overall Quality Management analysis, metrics, and reporting.

The Customer Experience Analyst will analyze and provide feedback on call quality trends, process improvement opportunities, and training needs. The position will lead call quality calibration sessions to establish consistency amongst all supervisors conducting call quality evaluations.

NOTE: This will be a hybrid role in North Chicago (3 days onsite / 2 days remote)

• Participate in the creation of customer experience quality assurance policies, procedures and metrics.
• Monitor and evaluate the quality of all customer contacts and associated system documentation.
• Conduct in depth analysis of customer contact data obtained from multiple sources, including phone calls and surveys.
• Utilize and/or leverage AI insights to enhance overall agent performance.
• Responsible for vendor management and actively engaging with business partners to support change management and transformation initiatives.
• Drive customer service quality standards across the organization and identify key recurring issues across departments. Results are compiled in periodic reports for each supervisor.
• Provide continuous review and enhancement of established customer service quality standards, and recommends modifications where appropriate.
• Construct monthly monitoring plans for each agent based on performance and need for improvement.
• Provide ongoing feedback and coaching to Management and Training regarding identified performance and/or inefficiency issues, training opportunities and recommended system and process modifications.
• Actively facilitate scheduled calibrations with management as needed, and monitor program requirements.
• Ensure that all performance and productivity goals relating to metrics and quality standards are being achieved.
• Support Team Manager/Supervisor monitoring of agent soft skills and compliance by sourcing and monitoring customer contacts.

• College Degree or equivalent experience strongly preferred.
• Prior experience in an analytical role is highly preferred.
• Minimum of one year experience in a call center environment, healthcare office, corporate setting, or healthcare insurance provider or pharmacy is preferred.
• Working system knowledge of telephony platforms and call recording solutions preferred.
• Advanced or intermediate experience working with Microsoft Office Program Suite including Excel, Word, Outlook and PowerPoint required.
• Strong written and verbal communication skills required.
• Strong ability to motivate people through positive communication.
• Must be detail oriented, self-motivated and goal driven.

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range.
  
  This range may be modified in the future.
• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to…