.NPS, Senior Performance Excellence AnalystJob ID REQ-10029395Location: MexicoSummaryOne of the most important functions in today's biopharmaceutical industry is patient services. As ease of accessing HCP prescribed medications has become more difficult, the ability of a company to build, design, implement, and run dynamic end-to-end patient support offerings has become critical to patients successfully starting and staying on therapy. Over the next 5 years, Novartis is expected to launch up to 27 new medications and our Novartis Patient Support team is on the forefront of transforming how the industry helps patients get access to treatment. Our ambition is high, but we are proud and not satisfied. If you'd like to be part of our journey, then come join our team!This role is responsible for evaluating the performance of the people, processes, and tools that deliver outstanding Contact Center performance. You will join a team of analysts assigned to support the Patient Support Center (PSC). The PSC is a Novartis managed, internal NPS Contact Center staffed by these customer-facing roles: Patient Navigator, Reimbursement Specialist, Case Navigator, and Intake Specialist.About the RoleThis role is responsible for evaluating the customer facing PSC role's use of:approved talking points, FAQs, and knowledge articleseffective customer-centric listening and satisfactory communication skillsaccurate and efficient use of program processes and job aidsCRM and telephony-based systems tools employed to support patients, caregivers, payors, and/or HCPs via phone and other support channels (email, fax, SMS, IVR as examples)flexibility on schedule and hours (8am – 5pm, 9am – 6pm ET)May be required and scheduled to work on Novartis US IM holidays as determined by business need.This role functions as a subject matter expert (SME) when special or critical case quality issues occur. This position will work in conjunction with Performance Excellence leadership, the NPS Quality & Standards, Safety, as well as PSC Case Management, Reimbursement, and Workforce Management teams to maintain overall program quality. This may include team meetings, agent training programs, performance, and metric review presentations and documents. This role is responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.What you'll bring to the role:Role is based in Mexico City, MX and is hybrid combining both on-site and remote work hours