Senior Analyst, Customer Experience

Company Description

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

Job Description

Purpose
The Customer Experience Analyst will be the focal point for our call quality program, customer feedback surveys, and additional customer excellence data. This position is responsible for leading customer contact quality related activities regarding the monitoring of agent calls and technical compliance for Pharmacy Solutions, providing real time feedback to management for agent coaching and assisting with overall Quality Management analysis, metrics, and reporting. The Customer Experience Analyst will analyze and provide feedback on call quality trends, process improvement opportunities, and training needs. The position will lead call quality calibration sessions to establish consistency amongst all supervisors conducting call quality evaluations.

NOTE: This will be a hybrid role in North Chicago (3 days onsite / 2 days remote) 

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 enhanc