Quality Management Analyst
This job posting is no longer active.
Job ID: 259807
Category: Other
Work Type: FT
Location: Philadelphia, PA, United States
Work Schedule: Per Departmental Needs
Description
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Entity: Clinical Practices of the University of Pennsylvania (CPUP)
Department: Access Center
Location: Philadelphia, PA
Hours: Full-Time
Summary:
- This position will build and maintain the Verint Quality Management system. The Analyst will develop a system framework that supports the analysis of caller conversations/interactions. The analysis of recorded audio and audio-based meta data will be used to develop solutions that align with the Patient Access Center's business objectives and goals.
Responsibilities:
- Design, configure, test, and implement Verint Quality Management application solutions to fulfill stated business objectives.
- Collaborate and communicate with key leaders and stakeholders from cross-functional teams to understand and translate their business needs into solutions.
- Create and document current Verint Quality Management performance standards in a manner that supports scalable solutions that can quickly be implemented by new lines of business.
- Construct queries/searches designed for automated analysis and topic identification in recorded conversations from a call center environment.
- Work with large databases/datasets to develop data-driven insights that support the understanding of complex problems and create recommendations on opportunities for improvement.
- Create standard reports that provide insights on business objectives, as well as the continuous mining of data sources to inform insights that improve call center performance.
Education or Equivalent Experience:
- Bachelor of Arts or Science in Data Science, Informatics, Data Engineering or similar program (Required)
- 2+ years System Administration and/or Data Analysis role (Required)
- Experience in healthcare, contact centers, and/or Verint system (Preferred)
Live Your Life's Work
We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.
