Customer Contact Intelligence Analyst

Labcorp · Burlington, NC

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CommercialFull timeCompany career page

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Role summary

Labcorp seeks a Customer Contact Intelligence Analyst to analyze call transcripts and customer interaction data, identifying trends and operational opportunities. The role involves generating insights from conversation intelligence platforms and translating findings into actionable recommendations for business improvement.

What they're looking for

Bachelor's degree required
2+ years business analysis, operations analysis, or contact center operations experience
Strong analytical and data interpretation skills
Experience with conversation intelligence platforms like Verint or Qualtrics preferred
Customer and operational acumen with stakeholder management capability
Proficiency with business intelligence and reporting tools

What you'll be doing

Analyze call transcripts and conversation intelligence outputs to identify trends, customer needs, and operational improvements
Evaluate voice-of-customer and voice-of-employee feedback for insights affecting satisfaction and performance
Validate and assess data for accuracy, completeness, and identify anomalies before communicating findings
Translate insights into actionable recommendations supporting customer contact center and enterprise objectives
Present findings and recommendations to operational leaders and cross-functional partners

Compensation$70,000-$85,000 base

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Date posted1 day ago

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