Customer Service Data Analyst - Quality & Analytics

ABOUT UCARE

UCare offers Medicare, Medicaid, Individual and Family health plans - powered by the hardest working people in the industry. Our people powered teams de-complicate, advocate and always go the extra mile to help our members.

We serve with integrity, compassion and commitment to do right by members, providers and government partners. Above all, we come to work excited to provide members a path for the best health of their lives.

WORKING AT UCARE

Working at UCare is more than a career; it's a mission. A mission that defines us as professionals, unites us as an organization and shapes how we interact with our members and each other. Employees join UCare and stay because of the opportunity to have a purpose-driven job.

Our strong culture has established UCare as a Star Tribune Top 200 Workplace for 14 consecutive years since the awards program began. It's a culture that embraces innovative ideas, strategic partnerships, and exemplary customer and provider experiences. Working at UCare is being a part of a people powered team dedicated to making a real difference in the lives of our members and communities.

Position Description

As the Customer Service (CS) Data Analyst - Quality and Analytics, you will be responsible for the coordination and performance of data analytics for Customer Service. You will partner with identified business areas to gather requirements and deliver solutions by applying call quality management, speech analytics, and customer service expertise.

Lead the delivery of reporting and analysis on internal and external service, operational metrics, call quality, and experience metrics. You will be responsible to map all touch points across the customer experience and identify the voice of the customer measures that are critical to quality and delivery.

• Utilize data analytics tools and methodologies to identify issues and trends, generate insights, and recommend actionable solutions while effectively communicating findings through data storytelling of relevant call center data.

• Represent Customer Service and system owner in identifying, supporting, and delivering enhancements and updates in the call quality management and speech analytics software.

• Develop and maintain a working knowledge of UCare's Call Center data. This includes the call quality management system and other CS systems.
  
  Collaborate closely with IT and Vendor(s) to identify any technical issues, determine root cause and provide updates to CS Leadership. Updates can include, but not limited to, analysis and recommendations for opportunities of continuous improvement and innovation.

• Collaborate with CS leadership, CS system owners, and other stakeholders to establish a data and analysis framework that supports effective decision-making and establishes the voice of the customer.

• Serve as a department liaison on interdepartmental committees and work groups, as assigned. Communicate relevant information arising from this groups to staff and CS Leadership.

• Develop and present recommendations for improvements to CS leaders, stakeholders, and business partners throughout the organization.

• Other projects and duties as assigned.