Associate, Conversational Analytics

Role Description:    

The Associate, Conversational Analytics will have the opportunity to develop and deliver a world class program to ensure high quality interactions between Oak Street Healths contact center and our customers. Oak Street Health is endeavoring to build a Quality program that will automatically assess our conversations with customers, provide timely feedback to contact center teams, analyze opportunities for improvement, and generate tailored feedback utilized in team member coaching.  This role centers around leveraging technology to analyze conversation transcripts, together with customer data, to deliver insights and improve customer experience. The Associate, Conversational Analytics will assist in creating this new functionality. This is an opportunity to build this program from the ground up and serve as a true change agent for contact center experience.    

Core Responsibilities:    

• Leverage technology to automatically mine customer contacts to assess quality of service provided: Responsible for managing, collecting, and organizing information from contact center interactions    

• Collaborate with the manager of this program, as well as contact center leaders and stakeholders to ensure timely delivery of associated tasks and build work needed     

• Develop program reporting and perform analysis to serve a variety of organizational stakeholders and contact center leaders    

• Develop materials, which may include dashboards and/or slides, to educate stakeholders on utilizing the new Quality program: Present data and analysis in a clear and concise manner, showcase the aggregate picture of customers experiences with the contact center in regards to call quality assessment     

• Assist with ongoing calibration reviews of quality metrics, to ensure the program is informing decision-making and improving call quality in the contact center     

• Develop role-based reporting and scorecards, to assist with coaching and ensure leaders are informed about their teams performance     

• Educate teams to utilize metrics and insights produced by the quality program    

• Assist with root-cause analysis to determine potential causes of quality issues to enable action-oriented coaching for team members     

• Build a system to automate escalation of quality issues that merit attention from leaders or potential service recovery, to ensure high-risk issues are surfaced appropriately    

• Other duties as assigned    

What are we looking for?    

• Bachelor's degree in Statistics, Business, Social Sciences, or a related field required.     

• Prefer experience in Customer Experience, Analytics, Contact Center Quality     

• Prefer experience, or strong interest in utilizing natural language processing analytics technology; Clarabridge/Qualtrics Discover experience highly preferred,     

• Strong organization and/or technical program management skills     

• Self-motivated and eager to take ownership of tasks needed to deliver     

• Interest in continued learning and expanding your technical skills     

• Demonstrated attention to detail, experience leveraging data & analytics to solve problems by collecting, organizing, analyzing, and interpreting data to generate insights    

• Proven innovative problem-solving abilities and decision-making skills    

• Effective interpersonal, verbal and written communication skills; a collaborative and flexible team player    

• Prefer experience manipulating and querying data, creating reports and dashboards, performing statistical analyses, using Tableau or similar software     

• Prefer bilingual Spanish-speaker    

• US work authorization    

• Someone who embodies being Oaky    

What does being Oaky look like?    

• Radiating positive energy    

• Assuming good intentions    

• Creating an unmatched patient experience    

• Driving clinical excellence    

• Taking ownership and delivering results    

• Being relentlessly determined    

Why Oak Street Health?    

Oak Street Health is on a mission to rebuild healthcare as it should be, providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient communities, and focused on the quality of care over volume of services. We are an organization on the move! With over 200+ locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oaky values and passion for our mission.    

Oak Street Health Benefits:     

• Mission-focused career impacting change and measurably improving health outcomes for medicare patients    

• Paid vacation, sick time, and investment/retirement 401K match options    

• Health insurance, vision, and dental benefits    

• Opportunities for leadership development and continuing education stipends    

• New centers and flexible work environments    

• Opportunities for high levels of responsibility and rapid advancement    

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.     

Learn more at     

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