Senior Analyst, Conversational Analytics - Remote

Overview

The Senior Analyst, Conversational Analytics will develop and deliver a world-class program to ensure high-quality interactions between Oak Street Health’s contact center and customers, leveraging technology to analyze conversation transcripts and customer data.

In Short

• Develop a Quality program to assess contact center interactions.
• Leverage technology for analyzing conversation transcripts.
• Collaborate with contact center leaders on program deliverables.
• Share reporting and analysis with stakeholders.
• Develop dashboards and materials for discussions with leaders.
• Conduct ongoing calibration reviews of quality metrics.
• Assist with root-cause analysis for quality issues.
• Ensure high-risk issues are escalated appropriately.
• Self-motivated and eager to take ownership of projects.
• Possess strong interpersonal and communication skills.

Requirements

• Bachelor's degree in Statistics, Business, or related field.
• Two years experience in Customer Experience or Analytics.
• Experience with natural language processing analytics technology.
• Strong organization and project management skills.
• Effective communication and collaborative skills.
• Experience with data manipulation and reporting.
• Prefer bilingual Spanish-speaker.
• Proven problem-solving abilities.
• Attention to detail with data analysis.
• Interest in continued learning and technical skills expansion.

Benefits

• Mission-focused career impacting health outcomes.
• Paid vacation and sick time.
• 401K match options.
• Health, vision, and dental insurance.
• Leadership development and education stipends.
• Flexible work environments.
• Rapid advancement opportunities.
• Diversity and inclusion encouraged.
• Comprehensive wellness programs.
• Employee stock purchase plan.