Quality Monitoring Analyst

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

📋 Description

• Oversee and continuously enhance a quality monitoring program across pertinent contact centers.

• Align and uphold quality standards and evaluation criteria across various teams.

• Generate QM dashboards for both managers and agents.

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

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

• Manage the QM platform, which includes user setup and maintenance, as well as dashboard adjustments.

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

• Create ad hoc dashboards to convey insights effectively.

• Engage with managers to align call expectations and establish coaching guidance.

• Work together to integrate Customer Care metrics into the QM platform and maintain executive-level reporting.

• Deliver training for new hires and refresher sessions for agents and managers utilizing QM dashboards.

• Identify agent performance strengths and areas for development, providing constructive feedback to department managers.

⛳️ Requirements

• A Bachelor's degree is required.

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

• Proven experience in supporting process improvement initiatives and converting insights into actionable recommendations.

• Capability to swiftly learn and manage the Quality Management (QM) platform, including agent scoring configurations and dashboard creation or modification.

• Advanced skills 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 assess outstanding customer interactions.

• Demonstrated skills in leadership and collaboration.

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

• Proficient verbal and written communication skills, with the ability to listen effectively and present complex information succinctly.

• Ability to leverage qualitative and quantitative data and analytics to improve decision-making and tactical execution.

• Willingness to travel as necessary.

• Must have or acquire authorization to work in the US.

• Previous experience with quality monitoring, quality assurance, or contact center performance programs is preferred.

🏝️ Benefits

• Eligibility for short-term incentive compensation.

• Healthcare and insurance benefits starting on the first day.

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

• Four weeks of vacation.

• Reasonable accommodations available for individuals with disabilities.