Consultant, Performance Monitoring DPA Analyst

What Performance Monitoring contributes to Cardinal Health

Performance Monitoring is responsible for monitoring, analyzing and reviewing customer contact quality.

Accountabilities in this Role

  • Act as a driver for adoption & accountability, engage and influence various levels of business leadership.
  • Ensures that the business area and management perceives reasons for issues appropriately.
  • Participate in observations of activities, timings
  • Understands data validation
  • Understands and executes configuration changes
  • Configures solution – Verint/DPA
  • Results quantification
  • Process Mapping
  • SME to provide feedback on configuration of Strategic DPA configuration
  • Assists in ongoing use of Strategic DPA to drive business outcomes
  • Maintains model design document
  • Maintains up to date knowledge on Verint DPA tools and processes
  • Backs up all activities for Quality Monitor(s)
  • Provides timely status reporting to internal teams
  • Supports internal lab environment
  • Able to stay focused on activities that support success criteria during activities specific to the implementation; tracks ideas for use during implementation and works with the team to incorporate them into a future state plan.

Qualifications

  • Bachelors degree preferred
  • 4-6 years experience preferred
  • Strong communication skills
  • Ability to identify root cause
  • Strong excel skills
  • Experience working with DPA preferred
  • Ability to troubleshoot technical/application issues
  • Strong verbal and written communication skills.
  • Ability to work with Visio
  • Ability to work with PowerPoint
  • Strong analytical and problem solving skills.
  • Ability to map operational processes, procedures and systems
  • Ability to work independently and as a team
  • Ability to “think outside the box”
  • Ability to quantify and document issues, manage perception of root cause of issues
  • Strong communication skills, relationship skills
  • Solid understand of interpreting output from Verint/DPA
  • Strong documentation skills
  • Able to prioritize, reprioritize, and work with others to set correct prioritization
  • Can multitask multiple assignments
  • Prior experience with Verint or other desktop analytic tools preferred
  • Experience in application design and configuration preferred.
  • Six Sigma experience preferred

What is expected of you and others at this level

  • Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects
  • May contribute to the development of policies and procedures
  • Works on complex projects of large scope
  • Develops technical solutions to a wide range of difficult problems. Solutions are innovative and consistent with organization objectives
  • Completes work independently receives general guidance on new projects
  • Work reviewed for purpose of meeting objectives
  • May act as a mentor to less experienced colleagues