About Us
At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.
Position Summary
We are seeking a detail-oriented and analytical CallMiner Administrator to support the buildout, maintenance, and optimization of our CallMiner platform. This role will be responsible for assisting with the creation of scorecards, developing reports, analyzing call trends, and helping ensure the platform is being used effectively to drive quality, performance, and operational insights.
The ideal candidate will have strong attention to detail, experience working with reporting or analytics tools, and the ability to partner with operations, quality, and leadership teams to turn call data into actionable insights.
Key Responsibilities
- Build, maintain, and update CallMiner scorecards based on business needs, quality standards, and operational goals.
- Partner with leadership, QA, training, and operations teams to understand reporting needs and build meaningful dashboards and reports.
- Create and manage CallMiner searches, categories, alerts, and reporting structures.
- Monitor scorecard performance and recommend adjustments to improve accuracy and usability.
- Pull and analyze call data to identify trends, risks, coaching opportunities, and process gaps.
- Support ongoing call quality initiatives by ensuring reporting and scorecards align with current business expectations.
- Assist with testing and validating new scorecards, reports, and system updates.
- Provide support and guidance to internal users on CallMiner functionality, reporting, and best practices.
- Maintain documentation related to scorecard logic, reporting processes, platform updates, and user guidance.
- Work cross-functionally to ensure CallMiner insights are being used to improve customer experience, compliance, and team performance.
Qualifications
- Experience with CallMiner or a similar speech analytics, quality monitoring, or reporting platform preferred.
- Strong analytical skills with the ability to interpret data and identify meaningful trends.
- Experience building reports, dashboards, scorecards, or performance tracking tools.
- Strong attention to detail and ability to validate data for accuracy.
- Ability to work independently while collaborating with multiple departments.
- Strong communication skills and ability to explain data and system functionality clearly.
- Comfortable learning new systems and troubleshooting issues.
- Contact center, quality assurance, operations, or workforce management experience preferred.
- Proficiency in Microsoft Excel, Google Sheets, or other reporting tools preferred.
Preferred Skills
- Experience supporting contact center quality programs.
- Knowledge of call scoring, compliance monitoring, and customer experience metrics.
- Experience creating reporting for leadership or operational teams.
- Ability to translate business needs into scorecards, reports, and platform enhancements.
- Familiarity with KPIs such as QA scores, compliance adherence, call drivers, sentiment, agent performance, and customer experience trends.
Work Environment
- Location: Remote
- Schedule: Full-time
- May require additional availability or flexibility for escalations.
- Regular meetings with your teams, departments, or leadership to ensure alignment.
Key Essential Functions
- Ability to sit for extended periods of time while working at a computer throughout the workday.
- Ability to engage in continuous computer use, including navigating multiple systems, dashboards, spreadsheets, and reporting tools for the duration of the shift.
- Ability to perform repetitive motions for an entire shift, including typing, mouse use, and data entry.
Employment Classification
Status: Full-time
FLSA: Non-Exempt
Equal Employment Opportunity (EEO) Statement
Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.
We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!
Disclaimer
This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.
