Position is primarily responsible for analyzing post-market complaint data and ensuring call center agents are entering complaint information accurately into the system.
Position will also be responsible for listening to recorded calls, evaluating agent performance, and ensuring alignment with internal quality expectations and regulatory requirements.
Position will be in charge of identifying potential data irregularities or fraud, calibrating outsourced call center teams (BPOs), and presenting findings to internal stakeholders including Legal and Insurance teams.
Qualifications:
Candidates must have a bachelor’s degree (science, engineering, or related field) with at least 1 year of experience — a master’s with internship experience is also acceptable. Associate degrees may be considered with 2+ years of experience.
Experience with call center data analysis is Required!
Ability to analyze and report data using Microsoft Excel is Required!
Strong written and verbal communication skills are Required!
Experience with SQL is Preferred!
Background in a regulated industry (e.g. medical device, healthcare, insurance, banking) is Preferred!
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