Customer Service Data Analyst - Quality and Analytics

7 days left

Minneapolis, Minnesota
May 03, 2023
Jun 04, 2023
Customer Service
Employment Status
Full Time
Health Care that Starts with You!

Join a truly mission-driven organization! Independent, nonprofit UCare is recognized as one of the Minnesota's leading health plans. We provide more than 600,000 members across Minnesota and western Wisconsin with the health coverage plans and services they need to maintain and improve their health. The innovative coverage we create makes a difference for Medicare-eligible individuals, individuals and families enrolled in Minnesota Health Care Programs, such as MinnesotaCare and Medical Assistance, and disabled adults with special health care needs.

UCare is growing in size, membership, products, geographic coverage, and employees. We're an organization that's going places. Be part of a team that cares about you, be part of UCare.


Enter a highly collaborative environment where people are truly engaged, and feedback is valued. You'll enjoy a competitive salary and benefits, as well as a host of other perks, including a nationally recognized wellness program, and a bright, open, award-winning office space in Northeast Minneapolis just minutes from major freeways and retail centers.

At UCare, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.




UCare offers Medicare, Medicaid, Individual and Family health plans - powered by the hardest working people in the industry. Our people powered teams de-complicate, advocate and always go the extra mile to help our members. We serve with integrity, compassion and commitment to do right by members, providers and government partners. Above all, we come to work excited to provide members a path for the best health of their lives.


Working at UCare is more than a career; it's a mission. A mission that defines us as professionals, unites us as an organization and shapes how we interact with our members and each other. Employees join UCare and stay because of the opportunity to have a purpose-driven job.

Our strong culture has established UCare as a Star Tribune Top 200 Workplace for 13 consecutive years since the awards program began. It's a culture that embraces innovative ideas, strategic partnerships, and exemplary customer and provider experiences. Working at UCare is being a part of a people powered team dedicated to making a real difference in the lives of our members and communities.


Work Location: Office for your Day or Work from Home

Position Description

As the Customer Service (CS) Data Analyst - Quality and Analytics, you will be responsible for the coordination and performance of data analytics for Customer Service. Partner with identified business areas to gather requirements and deliver solutions by applying call quality management, speech analytics, and customer service expertise. Lead the delivery of reporting and analysis on internal and external service, operational metrics, call quality, and experience metrics. Responsible to map all touch points across the customer experience and identifies voice of the customer measures that are critical to quality and delivery.

• Utilize data analytics tools and methodologies to identify issues and trends, generate insights, and recommend actionable solutions while effectively communicating findings through data storytelling of relevant call center data.

• Represent Customer Service and system owner in identifying, supporting, and delivering enhancements and updates in the call quality management and speech analytics software.

• Responsible for quality management system processes and process documentation for Customer Service. Develop and maintain business process documentation and business requirements for the software system within Customer Service and related operational areas.

• Develop and maintain a working knowledge of UCare's Call Center data. This includes the call quality management system and other CS systems. Collaborate closely with IT and Vendor(s) to identify any technical issues, determine root cause and provide updates to CS Leadership. Updates can include, but not limited to, analysis and recommendations for opportunities of continuous improvement and innovation.

• Collaborate with CS leadership, CS system owners, and other stakeholders to establish a data and analysis framework that supports effective decision-making and establishes the voice of the customer.

• Serve as a department liaison on interdepartmental committees and work groups, as assigned. Communicate relevant information arising from this groups to staff and CS Leadership.

• Develop and present recommendations for improvements to CS leaders, stakeholders, and business partners throughout the organization.

• Support Quality Advocates, as needed, with auditing a subset of agents' interactions, listening to our customers and collecting feedback across multiple channels.

• Other projects and duties as assigned.


Bachelor's degree: demonstrated experience may be considered in lieu of degree.

Required Experience

Three years of progressive experience in data analytics. Demonstrated experience with Call Recording/Quality Management/Analytics software. Advanced Excel experience. Experience in completing complex analytics, defining specifications, reporting solutions and presenting findings to management, senior management and external partners.

Preferred Experience

Experience with Project Management and Process Improvements methodologies. Experience working with call center technology, such as Calabrio and Post Call Surveys. Experience working in a call center environment.

Experience working in health care. Experience with software testing, test management, and defect tracking tools.


The UCare difference is our people power - employees actively working on the behalf of our members to get them access to the health care they need. We value and respect each individual's ideas and contributions, and provide the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, and a myriad of volunteer activities. If you're looking for an inclusive environment that celebrates your people power, helps you build on your strengths and gives you the opportunity to truly make a difference, we invite you to apply.

As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.

JOB POST DATE: 05/02/2023

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