Quality Monitoring Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and consistently enhance a quality monitoring program within applicable contact centers.

• Ensure alignment and uphold quality benchmarks and assessment criteria across various teams.

• Deliver quality management dashboards and visual reports for both managers and agents.

• Collaborate with the Customer Experience and Technology teams to assess and improve customer interactions through technological solutions.

• Develop best practices and standards for categorization, sentiment analysis, and practical insights.

• Manage the quality management platform, including user setup, maintenance, and updates to dashboards.

• Analyze trends in customer contact drivers and convert findings into actionable strategies that alleviate customer pain points.

• Create ad hoc dashboards to effectively communicate insights.

• Set call expectations in alignment with managers and provide coaching guidance.

• Integrate relevant Customer Care metrics into the quality management platform and maintain executive-level reporting.

• Conduct new-hire and refresher training for agents and managers utilizing the quality management dashboards.

• Collaborate with managers across various departments, including Veterinary Customer Service, Field Force Customer Service, VMIPS, Dx Tech Support, Zoetis Reference Labs, Dx Customer Service, and Zoetis Petcare Rewards.

⛳️ Requirements

• A bachelor's degree is mandatory.

• At least 3 years of customer service experience, ideally in a contact center setting.

• Previous experience in a quality monitoring, quality assurance, or contact center performance program is preferred.

• Experience in supporting process improvement efforts and translating insights into actionable recommendations is essential.

• Capability to swiftly learn and manage the Quality Management (QM) platform, including maintaining agent scoring configurations and creating or modifying dashboards.

• Advanced proficiency in Microsoft Excel and PowerPoint; familiarity with other Microsoft applications is beneficial.

• Practical knowledge of AI tools and experience with analysis and visualization tools such as Power BI or similar applications is preferred.

• Ability to identify and evaluate outstanding customer interactions.

• Proven leadership and teamwork skills.

• Capacity to work independently, prioritize competing tasks, and take ownership of deliverables.

• Proficient in verbal and written communication, effective listening, and presenting complex information in a clear and concise manner.

• Ability to pinpoint agent performance strengths and areas for development.

• Experience utilizing qualitative and quantitative data and analytics to inform decision-making and tactical execution.

• Willingness to travel as necessary.

• Home office environment.

• All candidates must have or be able to obtain authorization to work in the US for Zoetis.

🏝️ Benefits

• Eligibility for short-term incentive compensation.

• Healthcare and insurance benefits available from day one.

• 401K plan with matching contributions and profit-sharing from Zoetis.

• 4 weeks of vacation.

• Reasonable accommodations for individuals with disabilities.