Voice of the Consumer (VOC) Analyst
About the role
Under the direction of the Supervisor II, Section Chief, Program and Projects, over the Strategic Innovation & Implementation (SI&I) Branch, the Associate Governmental Program Analyst (Voice of the Consumer (VOC) Analyst) independently performs a variety of professional analytical duties regarding consumer, staff, and operational feedback analysis for the Service Center. Serves as the primary analytical lead for post-interaction surveys, feedback programs, complaint and appeals theme analysis, and cross-source insight synthesis. Performs complex duties related to identifying service delivery gaps and developing recommendations that improve policy, process, systems, training, and consumer experience. Duties may include access to information systems containing protected enrollee information, including federal tax information, protected health information, and personally identifying information.
Responsibilities
- Design and manage surveys and feedback programs
- Analyze multi-source data to identify trends and insights
- Produce executive-ready reports and recommendations
- Lead cross-functional collaboration and change implementation
- Synthesize insights from post-interaction surveys, complaints, appeals, and other feedback sources
- Develop recommendations to improve policy, process, systems, training, and consumer experience
Requirements
- Experience designing and managing surveys and feedback programs
- Strong analytical skills with multi-source data integration
- Ability to produce executive-ready reports and recommendations
- Cross-functional collaboration and change implementation experience
- Knowledge of Voice of the Consumer (VOC), Customer Experience (CX), and contact center operations
- Exceptional communication and stakeholder engagement skills
Minimum qualifications for Analyst II can be found at: https://www.calhr.ca.gov/state-hr-professionals/Pages/5393.aspx
Benefits
Covered California provides healthcare, retirement and savings plans, work-life services, leave benefits, and work-life balance programs. For more details, visit https://hbex.coveredca.com/careers/benefits/.
Pay
$6,031.00 - $7,547.00 per month