.Job Description SummaryAbout the Role: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 include 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 Analyst 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.Job DescriptionKey Responsibilities:Monitor customer interactionsInbound and outbound calls, email, Interactive Voice Response (IVR) scripts, SMS/text, chat, and other channel communications to ensure quality and compliance standards are met. Approved call guides, call flows, scripts, FAQs, and other knowledge articles are the source documents used for evaluation of customer interaction.Evaluates, observes, and monitors agent use of various systems as part of their role to support customer engagement and manage transactions helping to ensure accurate documentation.Ensures adherence to quality assurance policies and procedures, identifying gaps and recommending corrective actions.Interface with work force management to drive productivity improvement to ensure operational excellence.Perform scheduled coaching/feedback sessions with agents, Team Leads/Associate Directors to ensure quality performance feedback is provided in a timely manner.Where applicable, provides feedback to the agent offering skill coaching, contact handling performance evaluation using Novartis provided QA guidelines and evaluation tools.Assess agent performanceMeasures agent use of customer service skills, approved communication materials such as call guides, frequently asked questions (FAQs) and other knowledge articles to handle each customer interaction effectively and accurately.The Performance Excellence Analyst will evaluate agent utilization of Novartis technology systems provided them to perform their role.This position will review and evaluate proper identification and reporting of potential adverse events (PAE) and any product technical complaints.Provides quality ratings and identifies and/or recommends training areas for coaching and development.Performs performance monitoring calibration to ensure alignment with key business partners