Summary

The Performance Excellence Senior Analyst is focused on conducting observations and ensuring the quality of the customer interaction between the Case Management and Reimbursement team members (phone agents, Team Leads, Field and other roles as required) and customers. As omni-channel capabilities are introduced to the CEC customer journey, this role will support those interactions as well and may include email, SMS/text, chat, and other channels.

This role will ensure a consistent and compliant application of communication techniques, work process document (WPD) procedures and customer service best practices by coaching and delivering feedback to Case Management and Reimbursement team members (phone agents, Team Leads and other roles as required), thereby developing them to a higher level of performance. The Performance Excellence Senior Analyst functions as an information source when special or critical case quality issues occur. This position will work in conjunction with the Case Management, Reimbursement and Workforce Management teams to maintain overall program quality.

About the Role

Key Responsibilities:

Monitor multi-channel customer interactions to ensure quality and compliance standards are consistently met

Evaluate the agent's use of systems and documentation to support accurate customer engagement

Conduct coaching sessions and deliver timely feedback to improve agent performance

Assess agent adherence to communication materials and customer service best practices

Identify and report adverse events and product complaints per Novartis protocols

Collaborate with workforce management to drive productivity and operational excellence

Document and share performance trends to support contact centre development

Use analytics tools to uncover insights that improve customer and agent satisfaction

Recommend training and development areas based on quality evaluations

Support continuous improvement initiatives across Patient Support Centre processes

Essential Requirements:

3–5 years of experience in contact centre or quality monitoring roles

Strong communication skills, including active listening, paraphrasing, and detailed feedback delivery

Proficiency in QA systems such as Genesys, NICE, Verint, or similar platforms

Ability to adapt to evolving Patient Support Center operations and technologies

Skilled in motivating and inspiring teams across diverse functions

Proficient in Microsoft Excel, PowerPoint, Teams, and Word

Desirable Requirements:

Experience working in a Patient Services contact centre environment

Familiarity with reimbursement programs, including copay, savings cards, prior authorisation, and payer policies

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