Performance Excellence Senior Analyst

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

• 3–5 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 patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture

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