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 qualityQuality 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 satisfactionIt involves inspection and monitoring of a process and/or service, comparison against the standard, and a communication/feedback loop that ensures future error prevention and service recovery, as neededIt is comprised of activities implemented to ensure that a service meets the requirements as set by the organizational standards

Qualifications

1-2 years of experience doing Verint Speech Analytics3-5 years of QA/Performance Monitoring experienceBA, BS or equivalent experience in related field. Advance Degree may be requiredOpen 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 tasksWork on projects of moderate scope and complexityIdentify possible solutions to a variety of technical problems and takes actions to resolveApply judgment within defined parametersReceive general guidance or more detailed instruction on new projects

General Tasks/ResponsibilitiesThe Consultant, Performance Monitoring (QA) is responsible for implementing and ensuring compliance to quality standards across Customer Service. This position entails working closely with the training, operations and process improvement teams Quality MonitoringMonitor phone calls, emails and reports, remotely or side-by-side, to ensure that representatives are following the organization’s protocolsSpeech AnalyticsCreate, build, edit/maintain Speech Analytics categories in partnership with stakeholdersDo interaction analysis using Speech Analytics to monitor and analyze customer interactions, identifying patterns, trends, and opportunities for process improvementsFacilitate 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 representationAttend project/process-related meetings where Quality insight is neededFacilitate QA Talk/Walkthrough Sessions, when neededFacilitate/co-facilitate Speech Analytics-related requirement completion for new business onboardingAct as liaison between the business and Verint ITFacilitate Speech result audits, if neededEscalationsConduct research and root cause analysis for received escalations and/or feedbackWork with various teams to provide resolution and/or service recovery to customersProvide information about the outcome of requests from customers, sales, and/or colleaguesOthersParticipate in the planning and implementation of strategies developed to address identified opportunities/root causes and improve overall customer experienceAssist in the development and continuous improvement of processes, key performance indicators and tools used by the departmentImplement 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 impactedLead activities related to information dissemination or providing process updates. This includes huddles, train-the-trainer session, training/up-training and refresher sessions, whenever neededEvaluate individual and team performance to identify trends, provide coaching to agents in collaboration with the team leads, to improve overall performanceEnsure adherence to requirements through data collection and the use of various statistical methods for sampling and analysis of data and/or reportsProvide 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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