W2 - Call Center QA Analyst (Patient, Reimbursement, CRM) - Hybrid

Call Center QA Analyst candidates may be experienced Team Leads, Supervisors or Trainers. Hub experience highly desired (Lash, McKesson, CareMetx, Asembia, Conduent). This is not a Quality Analyst position on the manufacturing side. This is a Call/Contact Center support role.
First 4 weeks candidates are expected to be on site 4 days a week Mon thru Thu - after training it will be 3 days a week hybrid role that is on-site 12 days per month in East Hanover NJ
This role is responsible for evaluating the performance of the people, processes and tools that deliver outstanding Contact Center performance.
You will join a team of Quality Analysts assigned to support the Patient Support Center (PSC). The PSC is a Novartis managed, internal PSS Contact Center staffed by these customer facing roles: Reimbursement Specialist, Case Navigator and Intake Specialist.
The role ensures consistent and compliant use of approved communication techniques, work process document (WPD) procedures by evaluating, scoring, coaching and delivering feedback to Case Management and Reimbursement team members.

- approved talking points, FAQs and knowledge articles
- effective customer centric listening and satisfactory communication skills
- accurate and efficient use of program process, job aids
- CRM and telephony-based systems tools employed to support patients, caregivers, payors and/or HCPs via phone and other support channels (email, fax, SMS, IVR as examples).
- Education: High school diploma or GED required. Bachelor's degree preferred.
- Role is based in East Hanover, NJ and is hybrid combining both onsite and remote work hours.
- 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.
Other Desired Requirements:

- 1 to 2+ years contact center or related performance monitoring experience
- Strong communication skills including active listening, providing detailed feedback, creating documentation, paraphrasing
- Working with monitoring systems such as Genesys, NICE, Verint or other solutions
- Proficient in MS Office applications specifically Excel, PowerPoint, Teams, Word
- Use of systems and resources to identify areas to improve agent processes and performance.
- Prior experience with Salesforce (CRM)
- Successful team player working across multiple teams (both remotely and onsite)
- Experience working in a PSS hub operation supporting reimbursement, case services
- Prior knowledge and experience with commercial and government insured patient reimbursement programs including copay, savings cards, vouchers, free trial offer and/or prior authorization, benefit investigation and verification, appeals, and payer policies and procedures with both pharmacy and medical benefit products.