Customer Contact Intelligence Analyst

Labcorp is a global leader in laboratory services, providing the insights and answers that help healthcare providers, patients, researchers, pharmaceutical companies and health systems make confident decisions and improve outcomes. Through our unparalleled science, data, technology and laboratory network, we advance diagnostics, accelerate innovation and help address some of the world’s most important health challenges. As we shape the future of healthcare, we are leveraging advanced technologies, intelligent digital solutions and data-driven innovation across our operations to enhance how work gets done and deliver greater value to customers and patients. With our global scale and deep expertise, you’ll have the opportunity to do meaningful work, grow your career and make a real impact on people’s health around the world. Together, we’re improving health and improving lives.

Labcorp is a global leader in diagnostic testing and drug development solutions, helping healthcare providers, researchers, and patients make informed decisions that advance care. Join us in our mission to improve health and improve lives.

Labcorp is seeking a Customer Contact Intelligence Analyst to join our team!

Schedule: Monday - Friday 8am - 530pm Eastern Standard Time

Location: 531 S Spring Street Burlington North Caroliana 27215

Job Duties/Responsibilities

Conversation Intelligence & Insight Generation 

• Analyze call transcriptions, customer interactions, and conversation intelligence outputs to identify emerging trends, recurring issues, customer needs, and operational opportunities. 
• Evaluate voice-of-customer and voice-of-employee feedback to uncover insights impacting satisfaction, productivity, and business performance. 
• Monitor customer sentiment, escalation drivers, process breakdowns, knowledge gaps, and service challenges. 
• Identify opportunities for process improvement, training enhancements, workflow optimization, and customer experience improvements. 
• Leverage conversation intelligence technologies to extract meaningful insights from large volumes of interaction data. 
• Rapidly learn and apply new software applications, reporting platforms, conversation intelligence tools, and enterprise systems to access, query, extract, and analyze customer interaction and operational data in support of business objectives. 
• Validate, reconcile, and assess data for accuracy, completeness, and reasonableness by identifying anomalies, investigating discrepancies, and confirming findings with source systems and stakeholders before communicating insights and recommendations.  

Business Performance & Continuous Improvement 

• Translate insights into actionable recommendations that support CCC and enterprise objectives. 
• Identify trends affecting service levels, operational performance, product adoption, customer retention, and customer effort. 
• Partner with leaders to prioritize opportunities based on customer impact and business value. 
• Support continuous improvement efforts through root cause analysis and outcome tracking. 

Stakeholder Engagement & Communication 

• Present findings, observations, and recommendations to operational leaders and stakeholders. 
• Facilitate discussions to review findings and align on priorities. 
• Partner with Commercial, Customer Experience, IT Product Management, Laboratory Operations, Supply Chain, and Operations teams. 
• Collaborate with reporting and visualization teams to effectively surface insights and trends. 

Minimum Qualifications

• Bachelor's degree. 
• 2 or more years of experience in business analysis, operations analysis, customer experience, quality, or contact center operations. 

Preferred Qualifications

• Experience with Verint, Qualtrics, or similar conversation intelligence platforms. 
• Bachelors degree in Business, Analytics, Operations, Healthcare Administration, or related field or equivalent professional experience

Additional Job Standards

• Analytical skills and insight generation
• Customer and operational acumen
• Communication and storytelling
• Technology and business intelligence
• Stakeholder management
• Core behavioral competencies: passion for Improving Health and Improving Lives, customer centricity, innovative mindset, agility, operational excellence
• Minimal travel required

The Clinical Contact Center (CCC) is transforming how customer interactions are leveraged to improve experiences, operational performance, and business outcomes. The Customer Contact Intelligence Analyst translates call transcripts, conversation intelligence outputs, and voice-of-customer data into actionable opportunities that improve customer experience, operational performance, and business results across the enterprise. 

APPLICATION WINDOW CLOSES: SEPTEMBER 26, 2026

Pay Range 70K - 85K

All job offers will be based on a candidate’s skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. 

Benefits: Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan. Employees regularly scheduled to work less than 20 hours, Casual, Intern, and Temporary employees are only eligible to participate in the 401(k) Plan. Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO. For more detailed information, please click here. 

If you are looking for a career that offers opportunities for growth, continual development, professional challenge and the chance to make a real difference, apply today!

Labcorp is proud to be an Equal Opportunity Employer:

Labcorp strives for inclusion and belonging in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications and merit of the individual. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. Additionally, all qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law. 

We encourage all to apply

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