[Remote] CallMiner Administrator

Note: The job is a remote job and is open to candidates in USA. Gifthealth is revolutionizing healthcare by simplifying prescription and health service management. The CallMiner Administrator will support the CallMiner platform's buildout, maintenance, and optimization, focusing on creating scorecards, developing reports, and analyzing call trends.ResponsibilitiesBuild, maintain, and update CallMiner scorecards based on business needs, quality standards, and operational goalsPartner with leadership, QA, training, and operations teams to understand reporting needs and build meaningful dashboards and reportsCreate and manage CallMiner searches, categories, alerts, and reporting structuresMonitor scorecard performance and recommend adjustments to improve accuracy and usabilityPull and analyze call data to identify trends, risks, coaching opportunities, and process gapsSupport ongoing call quality initiatives by ensuring reporting and scorecards align with current business expectationsAssist with testing and validating new scorecards, reports, and system updatesProvide support and guidance to internal users on CallMiner functionality, reporting, and best practicesMaintain documentation related to scorecard logic, reporting processes, platform updates, and user guidanceWork cross-functionally to ensure CallMiner insights are being used to improve customer experience, compliance, and team performanceSkillsExperience with CallMiner or a similar speech analytics, quality monitoring, or reporting platformStrong analytical skills with the ability to interpret data and identify meaningful trendsExperience building reports, dashboards, scorecards, or performance tracking toolsStrong attention to detail and ability to validate data for accuracyAbility to work independently while collaborating with multiple departmentsStrong communication skills and ability to explain data and system functionality clearlyComfortable learning new systems and troubleshooting issuesContact center, quality assurance, operations, or workforce management experienceProficiency in Microsoft Excel, Google Sheets, or other reporting toolsExperience supporting contact center quality programsKnowledge of call scoring, compliance monitoring, and customer experience metricsExperience creating reporting for leadership or operational teamsAbility to translate business needs into scorecards, reports, and platform enhancementsFamiliarity with KPIs such as QA scores, compliance adherence, call drivers, sentiment, agent performance, and customer experience trendsCompany OverviewGiftHealth is a healthcare tech startup that streamlines pharmacy experience with free delivery and competitive medication pricing. It was founded in 2020, and is headquartered in Columbus, Ohio, USA, with a workforce of 501-1000 employees. Its website is https://www.gifthealth.com.