Customer Contact Intelligence Analyst
Core
Analyze call transcriptions and conversation intelligence outputs to identify trends, customer needs, and operational opportunities for a global diagnostic testing and drug development company.
Role type
Customer Contact Intelligence Analyst
Builds
Actionable recommendations to improve customer experience, operational performance, and business results
Domain
Healthcare diagnostics and drug development
Deliverable
dashboards & analysis
Required skills
Analytical skills, insight generation, customer and operational acumen, technology and business intelligence, data validation, root cause analysis
Preferred skills
Experience with Verint or Qualtrics, background in Business/Analytics/Operations/Healthcare Administration
Technologies
Verint, Qualtrics, conversation intelligence platforms, reporting platforms, enterprise systems
Responsibilities
Analyze call transcriptions and conversation intelligence outputs to identify emerging trends and operational opportunities; Monitor customer sentiment and escalation drivers; Translate insights into actionable recommendations for service levels and product adoption; Present findings and recommendations to operational leaders; Partner with Commercial, Customer Experience, IT, and Operations teams
Seniority
Mid-level, hands-on IC