Sr Analyst,Conversational Analysis

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Company: Oak Street Health 

Title: Senior Analyst, Conversational Analytics

Location: Downtown Chicago (30 W. Monroe St.) or Remote

Oak Street Health is a rapidly growing, innovative company of community-based healthcare centers delivering higher quality health and wellness care that improves outcomes, manages medical costs and provides an unmatched experience for adults on Medicare in medically underserved communities. By providing holistic, comprehensive and integrated care right in our patients’ communities, we can help keep them healthy and reinvest cost savings in further care for those same communities and others. Since 2013, Oak Street Health has brought its singular approach to tens of thousands of people across the nation. With an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oak Street values and are passionate about our mission to rebuild healthcare as it should be.

For more information, visit www.oakstreethealth.com.

Role Description:

The Senior Analyst, Conversational Analytics will have the opportunity to develop and deliver a world class program to ensure high quality interactions between Oak Street Health’s contact center and our customers. Oak Street Health is endeavoring to build a Quality program that will automatically assess our conversations with customers, provide timely feedback to contact center teams, analyze opportunities for improvement, and generate tailored feedback utilized in team member coaching.  This role centers around leveraging technology to analyze conversation transcripts, together with customer data, to deliver insights and improve customer experience. The Senior Analyst, Conversational Analytics will lead the creation of this new functionality. This is an opportunity to build this program from the ground up and serve as a true change agent for contact center experience. 

Core Responsibilities:

• Leverage technology to automatically mine customer contacts to assess quality of service provided: Responsible for managing, collecting, and organizing information from contact center interactions

• Collaborate with contact center leaders and stakeholders to determine program deliverables and expected timeframes; Manage progress and communicate regular progress updates 

• Partner with the Analyst, Conversational Analytics to ensure deliverables are completed to expectations and on time

• Share reporting and analysis with a variety of organizational stakeholders and contact center leadership

• Develop materials, which may include dashboards and/or slides, to lead discussions with key organizational leaders: Present data and analysis in a clear and concise manner, to showcase the aggregate picture of customers’ experiences with the contact center in regards to call quality assessment 

• Conduct ongoing calibration reviews of quality metrics with leaders, to ensure the program is informing decision-making and improving call quality in the contact center 

• Develop role-based reporting and scorecards, to assist with coaching and ensure leaders are informed about their teams’ performance 

• Educate teams to utilize metrics and insights produced by the quality program

• Assist with root-cause analysis to determine potential causes of quality issues to enable action-oriented coaching for team members 

• Ensure escalation of quality issues that merit follow-up and potential service recovery, to ensure high-risk issues are surfaced appropriately for resolution 

• Other strategic / analytical priorities, as determined by leadership 

What are we looking for?

• Bachelor's degree in Statis