CallMiner Administrator

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Gifthealth

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2020

☁️ SaaS

💊 Pharmaceutique

🤝 B2B

💰 €40 000 000 Private Equity Round - GiftHealth en 2023-04

SaaS • Pharmaceuticals • B2B

Gifthealth est une entreprise technologique axée sur l'accès des patients et la gestion des ordonnances, qui relie les patients, les prescripteurs, les pharmacies et les fabricants pharmaceutiques à travers une plateforme numérique unifiée. Elle simplifie l'inscription, la vérification électronique des avantages, l'autorisation préalable électronique et le soutien en matière de paiement/accessibilité tout en gérant la délivrance des ordonnances en pharmacie et les services de soutien aux patients. La plateforme fournit également aux fabricants des données exploitables et des insights sur les parcours des patients et la performance des marques, favorisant un accès plus rapide et plus fiable aux médicaments.

Description

• 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.

🎯 Exigences

• 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.