AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas immunology, oncology, neuroscience, and eye care and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us atwww.abbvie.com. Follow @abbvie onX,Facebook,Instagram,YouTube,LinkedInandTik Tok.

Purpose
The Customer Experience Analyst will be the focal point for our call quality program, customer feedback surveys, and additional customer excellence data. This position is responsible for leading customer contact quality related activities regarding the monitoring of agent calls and technical compliance for Pharmacy Solutions, providing real time feedback to management for agent coaching and assisting with overall Quality Management analysis, metrics, and reporting. The Customer Experience Analyst will analyze and provide feedback on call quality trends, process improvement opportunities, and training needs. The position will lead call quality calibration sessions to establish consistency amongst all supervisors conducting call quality evaluations.

NOTE: This will be a hybrid role in North Chicago (3 days onsite / 2 days remote)

Responsibilities

• Participatein the creation of customer experience quality assurance policies, procedures
  and metrics.
• Monitorand evaluatethe quality of all customer contacts and associated system
  documentation.
• Conductin depth analysis of customer contact data obtained from multiple sources,
  including phone calls and surveys.
• Utilize and/or leverage AI insights to enhance overall agent performance.
• Responsible for vendor management andactively engaging with business partners to support change management and transformation initiatives.
• Drive customer service quality standards across the organization and identifykey recurring issues across departments.Results are compiled in periodicreports for each supervisor.
• Providecontinuous review and enhancement of established customer service quality
  standards, and recommends modifications where appropriate.
• Constructmonthly monitoring plans for each agent based on performance and need for
  improvement.
• Provideongoing feedback and coaching to Management and Training regarding identified
  performance and/or inefficiency issues, training opportunities and recommended system and
  process modifications.
• Actively facilitate scheduled calibrations with management as needed, and monitor program
  requirements.
• Ensurethat all performance and productivity goals relating to metrics and quality
  standards are being achieved.
• Support Team Manager/Supervisor monitoring of agent soft skills and compliance by
  sourcing and monitoring customer contacts.

• College Degree or equivalent experience strongly preferred.
• Prior experience in an analyticalrole is highly preferred.
• Minimum of one year experience in a call center environment, healthcare office, corporate
  setting, or healthcare insurance provider or pharmacy is preferred.
• Working system knowledge of telephony platforms and call recording solutionspreferred.
• Advanced or intermediate experience working with Microsoft Office Program Suite including
  Excel, Word, Outlook and PowerPoint required.
• Strong written and verbal communication skills required.
• Strong ability to motivate people through positive communication.
• Must be detail oriented, self-motivated and goal driven.

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state orlocal law:

• The compensation range described below is the range of possible base pay compensation that the Companybelieves ingood faith it will pay for this role at the timeof this posting based on the job grade for this position.Individualcompensation paid within this range will depend on many factors including geographic location, andwemay ultimatelypay more or less than the posted range. This range may be modified in thefuture.

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick),medical/dental/visioninsurance and 401(k) to eligibleemployees.

• This job is eligible to participate in our short-term incentiveprograms.

Note: No amount of payis considered to bewages or compensation until such amount is earned, vested, anddeterminable.The amount and availability of any bonus,commission, incentive, benefits, or any other form ofcompensation and benefitsthat are allocable to a particular employee remains in the Company's sole andabsolutediscretion unless and until paid andmay be modified at the Companys sole and absolute discretion, consistent withapplicable law.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.

US & Puerto Rico only - to learn more, visithttps://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html