Category Customer Service Location Lenexa, Kansas Job function Operations Job family Client Services Shift Day Employee type Regular Full-Time Work mode Remote

Customer Analytics Manager - Lenexa, KS - Monday - Friday 8:00AM-5:00PM

Pay Range: $84,265.00+ per year

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

Day 1 Medical/Dental/Vision for FT employees who work 30+ hours 15 PTO days first yearPaid HolidaysAnnual Bonus Opportunity  401(k) with matching contributionsVariable compensation plan (AIP) bonusEmployee Stock Purchase Plan (ESPP)Employee Assistance Program (EAP)Blueprint for WellnessTuition Reimbursement for undergraduate and graduate programs for FT employees who work 30+ hours Opportunities for career advancement  Training provided!

Support National Customer Services with Reporting and Analytics to drive better insights and value for our customers and our business.  Lead a team responsible for transformational change through data analytics as well as continued standard reporting and analysis. Support the analytics process for business strategies from the beginning to the end (i.e. from curious question, to business requirements, to data model, technology and visualization aspects of Reporting and Analytics).  Partner across NCS team and corporate/regional leaders to identify new ways to transform customer-oriented data into meaningful insights.  Create a consolidated data strategy:  Integrate the Current CRM, Telephony and corporate data lakes to enable and drive better, more informed decisions.  Support the creation of KPIs and operational scorecards that serve as the basis of agent, supervisor and business reviews. Provide ad hoc data analysis to support the executive and operational needs of the business.  Provide NCS training to optimize business processes. Lead data and root cause analysis for key process areas or proposed technological enhancements.

Support new data analytics and ongoing reporting in an operational model

Lead a small team focused on a consistent operating cadence of daily, monthly weekly reporting needs (e.g. NCS Operational reporting)Create and manage the change process model for new analytics and reporting capabilities

Streamline existing models with processes and technologies that allow for big data scalability with intuitive visuals and UIs

Automate/Simplify/Retire or Consolidate existing processes/reporting to the easiest possible executionDevelop /program automation in VBA &/or Altyrx to collate multiple data feeds into single master data sets and automate daily reporting processesQuery and collate metrics from automated and non-standard data sources to support agreed-upon operational definitionsPerform checks and audits of all data sources to ensure resulting metrics are accurate and complete and data integrity is maintained

Support the end-to-end Analytics process model

Use Continuous Improvement / QMS capabilities to design and develop new analyticsPartner across NCS team and corporate/regional/executive & HTAS leaders to identify news ways to transform customer-oriented data into meaningful insightsCollaborate with key stakeholders to design and adopt operating mechanisms to manage critical data at the local level in a single structured formatIdentify new opportunities for analysis by being naturally curious, convert those ideas to business requirements, find value and incorporate into a repeatable modelCreate process and template documentation for tracking and audit purposes

Support Analytics Data Design responsibilities

Create a consolidated data strategy:  Integrate the Current CRM, Telephony and corporate data lakes to able to drive better, more informed decisions. Design and develop KPIs operational scorecards that serve as the basis of agent, supervisor and business reviews.Provide ad hoc data analysis to support the executive and operational needs of the business.Provide NCS training within the NCS to optimize self-service reporting capabilities.Lead data and root cause analysis for key process areas or proposed technology needs

Owner and Data Integrity Validator for NCS Data used for reporting

Design and maintain data submission templates to be used as the basis of master data setsPerform audits of all data sources to ensure resulting metrics are accurate and completeData stored in NOC data suiteData stored in ODS (HTAS operational data store)Data stored in CMS / Aspect around telephonyData stored in QLS (Outbound priority)

QUALIFICATIONS

Required Work Experience:

7 years minimum work experience in role requiring analytics or reportingContinuous improvement/QMSExpertise in creating, managing and discerning large master data setsExpertise in rational database query and creation (Access & SQL)Process / Continuous Improvement Experience (GB Certification preferred)Working understanding and experience with relevant Order to Cash processesDirect experience in influencing operational leadersA proven track record in analyzing data and drawing actionable conclusions

Preferred Work Experience:

N/A

Physical and Mental Requirements:

Sitting for prolonged periods of time

Technical /Job Specific Knowledge:

N/A

Skills:

Systems knowledge: QLS, QBS, QDSS, Cognos, QPS, QMPS, IDAASoftware / Programming requirements:Excel- for data mining and creation of static modelingMinitab- for statistical analysis of historical dataAccess- for database queries and creationSharePoint / Tableau- for distribution of metrics / data setsVisual Basic / Alteryx- for automation of routine data managementExpertise in rational database query and creation (Access & SQL)Results Oriented, Collaborative, Analytical, Problem Solving, Customer Focus, Negotiating, Functional / Technical Skills, Organizing

EDUCATION
Bachelor’s Degree(Required)

LICENSECERTIFICATIONS
GB Certification

Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume. 

2024-75174

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets