Sr Analyst,Conversational Analysis

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 Statistics, Business, Social Sciences, or a related field. Master’s degree in a relevant field preferred.
• Two years experience in Customer Experience, Analytics, Contact Center Quality required
• Experience utilizing natural language processing analytics technology; Clarabridge/Qualtrics’ Discover experience highly preferred
• Strong organization, project management, and/or technical program management skills
• Comfortable with ambiguity, and working cross-functionally to ensure project success
• Self-motivated and eager to take ownership of projects
• Interest in continued learning and expanding your technical skills
• Demonstrated attention to detail, experience leveraging data & analytics to solve problems by collecting, organizing, analyzing, and interpreting data to generate insights
• Proven innovative problem-solving abilities and decision-making skills; ability to anticipate and uncover opportunities from research requests
• Effective interpersonal, verbal and written communication skills; a collaborative and flexible team player
• Experience manipulating and querying data, creating reports and dashboards, performing statistical analyses, using Tableau or similar software
• Prefer bilingual Spanish-speaker
• US work authorization
• Someone who embodies being “Oaky”