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, identify...