Performance Excellence Analyst

**Summary**:This role supports quality monitoring and evaluating performance of customer-facing Patient and Customer Support agent patient, HCP, pharmacies and or medical sites engagements.This role is responsible for evaluating the customer facing contact center agent use of:- approved talking points, FAQs and knowledge articles- effective customer centric listening and satisfactory communication skills- accurate and efficient use of program process, job aids- Must be flexible on schedule and hours (8am - 5p, 9a - 6p ET)May be required and scheduled to work on Novartis US IM holidays as determined by business need.
**About the Role**:**Key Responsibilities**:- Monitor customer interactions- Evaluates, observes, and monitors agent use of various systems as part of their role to support customer engagement and manage transactions helping to ensure accurate documentation.
- Ensures adherence to quality assurance policies and procedures, identifying gaps and recommending correc...