About the role

You will focus on End-to-End Member Journey Analysis: Track and scrutinize the entire member journey, pinpointing critical touchpoints and identifying areas for refinement. Develop and present insights focused on elevating member satisfaction and trust. Gap Identification and Recommendation: Proactively spot discrepancies in the member experience, product features, and support tools. Problem-Solving: Excellent problem-solving skills, with a knack for identifying issues and proactively developing effective solutions. Communication: Exceptional communication skills, capable of articulating insights and recommendations

Requirements:

• B2 English Level
• Experience with Client Facing - Mandatory
• Google Sheets & Looker experience - Intermediate
• QA Experience

Who you are:

• Able to spot trends and dig into issues to find the real root cause.
• Curious and willing to dig deeper, ask questions, and challenge assumptions.
• Familiar with using the “5 Whys” method to get to the bottom of problems.
• Thinks about how issues affect our members and keeps their experience in mind.
• Strong communicator who can explain findings clearly and back them up with data.
• Can turn complex topics into simple, actionable insights for the team.
• Organized and dependable, treating every task as important and following through.

What you will do:

• Listen to Voice calls & understand the issue/why members are contacting
• Data analysis on member contacts & report building for data shareout
• Tie in multiple data points, identify trends, and create member storylines for our contact buckets.
• Analyze and propose solutions to improve
• Member experience
• Contact rate
• Member retention
• Process improvement
• Product/app improvement
• Agent tooling
• FAQ
• Day-to-day tasks include:
• Deep dives for different member cohorts and contact buckets
• Working towards creating an end-of-month summary on the member journey
• Dynamic recommendations based on deep dives for product, process, and agent behaviors
• Dave, subject matter expert
• QA tasks include: sending out audit the auditor assignments as well as the calibration assignments. Attaching the voice recording to the voice tickets since calls are not integrated with Maestro yet.
• Must be dependable and consistent, coordinating with the QA manager to ensure responsibilities are covered during absences
• Must be trustworthy and committed to evaluating tickets objectively, without selectively choosing only favorable cases

Expectation:

• 10 a.m. to 7 p.m.
• 40 hours per week
• Exclusively Work From Office