CallMiner Administrator

🕒 6 dias atrás

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Gifthealth

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2020

☁️ SaaS

💊 Farmacêutico

🤝 B2B

💰 $40.000.000 Private Equity Round - GiftHealth em 2023-04

SaaS • Pharmaceuticals • B2B

A Gifthealth é uma empresa de acesso a pacientes e realização de prescrições apoiada por tecnologia que conecta pacientes, prescritores, farmácias e fabricantes farmacêuticos por meio de uma plataforma digital unificada. Ela simplifica o processo de cadastramento, verificação de benefícios eletrônicos, autorização eletrônica prévia e suporte de pagamento/acessibilidade, enquanto gerencia o cumprimento das farmácias e os serviços de apoio ao paciente. A plataforma também fornece aos fabricantes dados valiosos e insights sobre as jornadas dos pacientes e o desempenho das marcas, promovendo um acesso a medicamentos mais rápido e confiável.

Descrição

• Build, maintain, and update CallMiner scorecards based on business needs, quality standards, and operational goals. • Partner with leadership, QA, training, and operations teams to understand reporting needs and build meaningful dashboards and reports. • Create and manage CallMiner searches, categories, alerts, and reporting structures. • Monitor scorecard performance and recommend adjustments to improve accuracy and usability. • Pull and analyze call data to identify trends, risks, coaching opportunities, and process gaps. • Support ongoing call quality initiatives by ensuring reporting and scorecards align with current business expectations. • Assist with testing and validating new scorecards, reports, and system updates. • Provide support and guidance to internal users on CallMiner functionality, reporting, and best practices. • Maintain documentation related to scorecard logic, reporting processes, platform updates, and user guidance. • Work cross-functionally to ensure CallMiner insights are being used to improve customer experience, compliance, and team performance.

🎯 Requisitos

• Experience with CallMiner or a similar speech analytics, quality monitoring, or reporting platform preferred. • Strong analytical skills with the ability to interpret data and identify meaningful trends. • Experience building reports, dashboards, scorecards, or performance tracking tools. • Strong attention to detail and ability to validate data for accuracy. • Ability to work independently while collaborating with multiple departments. • Strong communication skills and ability to explain data and system functionality clearly. • Comfortable learning new systems and troubleshooting issues. • Contact center, quality assurance, operations, or workforce management experience preferred. • Proficiency in Microsoft Excel, Google Sheets, or other reporting tools preferred.