What Performance Monitoring contributes to Cardinal Health
Performance Monitoring is responsible for monitoring, analyzing and reviewing customer contact quality.
1. Interaction Analytics & Business Insights
Serve as the subject matter expert for interaction analytics solutions, including Speech Analytics, Text Analytics, and Automated Quality Monitoring (AQM). Leverage these tools to identify trends, root causes, performance gaps, and customer experience opportunities, translating data into actionable insights and recommendations that drive operational performance and informed decision-making.
2. Quality Assurance Strategy & Governance
Develop, implement, and oversee quality assurance frameworks, processes, and standards to ensure consistent service delivery, compliance with business requirements, and alignment with organizational objectives.
3. Team Leadership & Development
Lead and develop a team of Quality Analysts by providing coaching, performance management, and ongoing development opportunities that foster accountability, engagement, and continuous improvement.
4. Performance Evaluation & Improvement
Oversee the monitoring and evaluation of customer interactions to assess quality, compliance, and agent effectiveness. Identify coaching opportunities, training needs, and process enhancements that improve performance and customer satisfaction.
5. Reporting & Performance Insights
Deliver meaningful performance reports, dashboards, and analyses that provide stakeholders with visibility into quality trends, operational risks, and opportunities for improvement.
6. Cross-Functional Collaboration
Partner with Operations, Training, Customer Support, and other key stakeholders to implement quality initiatives, address emerging business needs, and support a consistent customer experience strategy.
7. Continuous Improvement & Innovation
Champion a culture of continuous improvement by leveraging analytics, industry best practices, and emerging technologies to optimize quality programs, operational processes, and customer outcomes.
Requirements:
** Internal candidates have to be in a P2, P3/M1 role for a minimum of 1 year to be eligible to apply for this position.
Internals in a P2 role should be under the Performance Monitoring group.
Bachelor's degree in a relevant field or equivalent work experience
Proven experience in a call center environment, with at least 2 years of supervisory or managerial experience (for external applicants).
Strong background in interaction analytics tools and techniques, with a track record of utilizing insights to improve operational efficiency and customer satisfaction.
Data-driven mindset with advanced proficiency in data analysis and reporting tools.
Excellent leadership, communication, and interpersonal skills to effectively manage and motivate a diverse team.
Familiarity with call center quality assurance practices and methodologies.
Ability to work in a fast-paced environment, multitask effectively, and adapt to changing priorities.
Experience using Verint, preferred
Willing to work US hours (EST)
What is expected of you and others at this level
Manages department operations and supervises professional employees and/or business support staff on projects of moderate scope and complexity
Participates in the development of policies and procedures to achieve specific goals
Ensures employees operate within guidelines
Decisions have a short term impact on work processes, outcomes, and customers
Interacts with subordinates, peer customers and suppliers at various management levels, may also interact with senior management (interactions normally involve resolution of issues related to operations and/or projects)
Gains consensus from various parties involved
Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
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