Customer Service Quality Analyst

Job Description

The Customer Service Quality Analyst performs a wide range of duties to support pharmacy operations. This position monitors live calls, emails, voice of the customer survey responses, and phone call recordings. Additionally, this role provides feedback to ensure adherence to pharmacy processes and procedures. This position maintains, and updates call scripts, job aids, and assists in developing training materials. The role involves extensive data entry, compiling, reconciling, and record maintenance for pharmacy operations. Engages in quality reporting as necessary. Identifies and implements training initiatives.

• Collaborates with team members to resolve customer service issues.
• Communicates effectively with customers and team members.
• Maintains confidentiality of patient, employee, and departmental information.
• Maintains monitoring calls and emails between the Pharmacy and internal/external customers.
• Provides feedback to ensure adherence to pharmacy processes and procedures.
• Updates and maintains call scripts, help files, and training materials.
• Identifies and documents opportunities for process and service delivery improvements.

Knowledge, Skills, And Abilities

• Accuracy and attention to detail for long periods of time; excellent organization skills.
• Must be able to multitask efficiently with other assigned duties and be ready to accept new tasks with calm demeanor.
• Excellent customer service skills, inter-personal skills, communication skills, accuracy, and the ability to follow up.
• Use of telephone, Bluetooth headset and multipurpose copier/fax.
• Proficiency skill set in MS Office: Word, Excel, Outlook and Power Point.
• Able to type fifty or more words per minute with excellent spelling, punctuation, grammar, and oral and written communications.
• Knowledge of basic statistics.

Education

• Associate [Required]
• Bachelor's [Preferred]

Work Experience

• 2+ years experience in customer service and training role [Required]
• Experience in pharmacy, supply chain or related health care organization [Preferred]

Physical Requirements

View physical requirements here

Pay Range

$20.97 - $38.99