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Performance Excellence Analyst

Performance Excellence Analyst

NOVARTIS

3 - 6 years

13 - 17 Lacs

hyderabad

Posted:2 weeks ago| Platform:

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Skills Required

cms verint aes genesys framework operations voip ip telephony cti avaya sip powerpoint communication skills genesys data analysis qa systems ivr documentation avaya cms avaya pbx excel voice gateways quality assurance h323 performance analysis wfm

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 13 years of experience in contact center or quality monitoring roles Strong communication skills including active listening, paraphrasing, and detailed feedback delivery Proficiency in QA systems such as Genesys, NICE, Verint, or similar platforms Ability to adapt to evolving Patient Support Center operations and technologies Skilled in motivating and inspiring teams across diverse functions Proficient in Microsoft Excel, PowerPoint, Teams, and Word Desirable Requirements Experience working in a Patient Services contact center environment Familiarity with reimbursement programs including copay, savings cards, prior authorization, and payer policies 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 patientslives Ready to create a brighter future together // novartis / about / strategy / people-and-culture Join our Novartis Network Not the right Novartis role for youSign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up //talentnetwork novartis /network Benefits and Rewards Read our handbook to learn about all the ways well help you thrive personally and professionally // novartis /careers/benefits-rewards

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Performance Excellence Analyst