NPS_Performance Excellence Analyst

JOB_REQUIREMENTS

Hires in

Not specified

Employment Type

Not specified

Company Location

Not specified

Salary

Not specified

Summary

The Performance Excellence Analyst is focused on conducting observations and ensuring the

quality of the customer interaction between the Case Management and Reimbursement

team members (phone agents, Team Leads, Field and other roles as required) and

customers. As omni channel capabilities are introduced to the CEC customer journey, this

role will support those interactions as well and may include email, SMS/text, chat, and

other channels.

This role will ensure a consistent and compliant application of communication techniques,

work process document (WPD) procedures and customer service best practices by coaching

and delivering feedback to Case Management and Reimbursement team members (phone

agents, Team Leads and other roles as required) thereby developing them to a higher level

of performance. The Performance Excellence Ana-lyst functions as an information source

when special or critical case quality issues occur. This position will work in conjunction with

the Case Management, Reimbursement and Workforce Management teams to maintain

overall program quality.

About the Role

Job Description

Key Responsibilities

Monitor multi-channel customer interactions to ensure quality and compliance standards are consistently met
Evaluate agent use of systems and documentation to support accurate customer engagement
Conduct coaching sessions and deliver timely feedback to improve agent performance
Assess agent adherence to communication materials and customer service best practices
Identify and report adverse events and product complaints per Novartis protocols
Collaborate with workforce management to drive productivity and operational excellence
Document and share performance trends to support contact center development
Use analytics tools to uncover insights that improve customer and agent satisfaction
Recommend training and development areas based on quality evaluations
Support continuous improvement initiatives across Patient Support Center processes

Essential Requirements

1–3 years of experience in contact center or quality monitoring roles
Strong communication skills including active listening, paraphrasing, and detailed feedback delivery
Proficiency in QA systems such as Genesys, NICE, Verint, or similar platforms
Ability to adapt to evolving Patient Support Center operations and technologies
Skilled in motivating and inspiring teams across diverse functions
Proficient in Microsoft Excel, PowerPoint, Teams, and Word

Desirable Requirements

Experience working in a Patient Services contact center environment
Familiarity with reimbursement programs including copay, savings cards, prior authorization, and payer policies

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture

Benefits and Rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards

Division

Business Unit

General Management

Location

India

Site

Hyderabad (Office)

Company / Legal Entity

IN10 (FCRS = IN010) Novartis Healthcare Private Limited

Functional Area

Marketing

Job Type

Full time

Employment Type

Regular

Shift Work

Accessibility and accommodation

Novartis is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e-mail to [email protected] and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.

Similar jobs