Allergan Aesthetics, an AbbVie Company · 17 hours ago
Senior Analyst, Customer Experience
North Chicago, IL, USA
Full-time
Hybrid
Mid, Senior Level
$78K/yr - $141K/yr
1+ years expAbbVie is a company dedicated to discovering and delivering innovative medicines and solutions that address serious health issues. They are seeking a Senior Analyst in Customer Experience to lead customer contact quality activities, analyze call quality trends, and provide feedback for improvement. This role involves monitoring agent performance and ensuring compliance with quality standards.
BeautyWellnessManufacturingPharmaceutical
Responsibilities
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
Qualification
Required
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
Benefits
Paid time off (vacation, holidays, sick)
Medical/dental/vision insurance
401(k)
Company
Allergan Aesthetics, an AbbVie Company
At Allergan Aesthetics, an AbbVie company, we develop, manufacture, and market a portfolio of leading aesthetics brands and products.
1001-5000 employees
H1B Sponsorship
Allergan Aesthetics, an AbbVie Company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (1)
2022 (16)
2021 (14)
2020 (5)
Funding
Current Stage
Late StageLeadership Team
Nicole Mowad-Nassar
Senior Vice President, AbbVie and President, Global Allergan Aesthetics
Recent News
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