Description

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Company: Oak Street Health

Title: Senior Analyst, Conversational Analytics

Location: Downtown Chicago (30 W. Monroe St.) or Remote

Oak Street Health is a rapidly growing, innovative company of community-based healthcare centers delivering higher quality health and wellness care that improves outcomes, manages medical costs and provides an unmatched experience for adults on Medicare in medically underserved communities. By providing holistic, comprehensive and integrated care right in our patients' communities, we can help keep them healthy and reinvest cost savings in further care for those same communities and others. Since 2013, Oak Street Health has brought its singular approach to tens of thousands of people across the nation. With an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oak Street values and are passionate about our mission to rebuild healthcare as it should be.

For more information, visit www.oakstreethealth.com.

Role Description:

The Senior Analyst, Conversational Analytics will have the opportunity to develop and deliver a world class program to ensure high quality interactions between Oak Street Health's contact center and our customers. Oak Street Health is endeavoring to build a Quality program that will automatically assess our conversations with customers, provide timely feedback to contact center teams, analyze opportunities for improvement, and generate tailored feedback utilized in team member coaching. This role centers around leveraging technology to analyze conversation transcripts, together with customer data, to deliver insights and improve customer experience. The Senior Analyst, Conversational Analytics will lead the creation of this new functionality. This is an opportunity to build this program from the ground up and serve as a true change agent for contact center experience.

Core Responsibilities:

• Leverage technology to automatically mine customer contacts to assess quality of service provided: Responsible for managing, collecting, and organizing information from contact center interactions
• Collaborate with contact center leaders and stakeholders to determine program deliverables and expected timeframes; Manage progress and communicate regular progress updates
• Partner with the Analyst, Conversational Analytics to ensure deliverables are completed to expectations and on time
• Share reporting and analysis with a variety of organizational stakeholders and contact center leadership
• Develop materials, which may include dashboards and/or slides, to lead discussions with key organizational leaders: Present data and analysis in a clear and concise manner, to showcase the aggregate picture of customers' experiences with the contact center in regards to call quality assessment
• Conduct ongoing calibration reviews of quality metrics with leaders, to ensure the program is informing decision-making and improving call quality in the contact center
• Develop role-based reporting and scorecards, to assist with coaching and ensure leaders are informed about their teams' performance
• Educate teams to utilize metrics and insights produced by the quality program
• Assist with root-cause analysis to determine potential causes of quality issues to enable action-oriented coaching for team members
• Ensure escalation of quality issues that merit follow-up and potential service recovery, to ensure high-risk issues are surfaced appropriately for resolution
• Other strategic / analytical priorities, as determined by leadership

What are we looking for?

• Bachelor's degree in Statistics, Business, Social Sciences, or a related field. Master's degree in a relevant field preferred.
• Two years experience in Customer Experience, Analytics, Contact Center Quality required
• Experience utilizing natural language processing analytics technology; Clarabridge/Qualtrics' Discover experience highly preferred
• Strong organization, project management, and/or technical program management skills
• Comfortable with ambiguity, and working cross-functionally to ensure project success
• Self-motivated and eager to take ownership of projects
• Interest in continued learning and expanding your technical skills
• Demonstrated attention to detail, experience leveraging data & analytics to solve problems by collecting, organizing, analyzing, and interpreting data to generate insights
• Proven innovative problem-solving abilities and decision-making skills; ability to anticipate and uncover opportunities from research requests
• Effective interpersonal, verbal and written communication skills; a collaborative and flexible team player
• Experience manipulating and querying data, creating reports and dashboards, performing statistical analyses, using Tableau or similar software
• Prefer bilingual Spanish-speaker
• US work authorization
• Someone who embodies being "Oaky"

What does being "Oaky" look like?

• Radiating positive energy
• Assuming good intentions
• Creating an unmatched patient experience
• Driving clinical excellence
• Taking ownership and delivering results
• Being relentlessly determined

Why Oak Street Health?

Oak Street Health is on a mission to "Rebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient's communities, and focused on the quality of care over volume of services. We're an organization on the move! With over 160 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody "Oaky" values and passion for our mission.

Oak Street Health Benefits:

• Mission-focused career impacting change and measurably improving health outcomes for Medicare patients
• Paid vacation, sick time, and investment/retirement 401K match options
• Health insurance, vision, and dental benefits
• Opportunities for leadership development and continuing education stipends
• New centers and flexible work environments
• Opportunities for high levels of responsibility and rapid advancement

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.

Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health

Anticipated Weekly Hours
40

Time Type
Full time

Pay Range

The typical pay range for this role is:

$43,888.00 - $112,200.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 02/28/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.