Quality Monitoring Analyst

Overview

Remote

On-site

Job Description

The Quality Monitoring Analyst (QMA) is responsible for the overall call quality monitoring program across US Customer Care (USCC). This includes facilitating alignment and continuous improvement across Customer Care. The QMA will work closely with managers in each department to prepare them to deliver specific and actionable feedback at the individual, group, and department levels. The QMA will track and trend results at a micro and macro level, and work with managers to develop training and support materials to assist colleagues in their customer obsessed continuous improvement journey. The QMA will exhibit `One Zoetis' behaviors by working adjacent with the Customer Experience Team to foster and celebrate exceptional customer interactions. The QMA will serve as primary administrator of the QM platform for all supported teams, working with business and technical partners to ensure reliable data and system performance in support of the overall QM program.

Position Responsibilities:

Maintain with continuous improvement a quality monitoring program for all relevant contact centers, aligning/maintaining quality standards and scoring across teams and providing visual representation via QM dashboards for both managers and agents. Relevant departments include Veterinary Customer Service, Field Force Customer Service, VMIPS, Dx Tech Support, Zoetis Reference Labs, Dx Customer Service and Zoetis Petcare Rewards.
Partner with Customer Experience and Technology team to evaluate and enhance customer interactions with Zoetis through the implementation of technology solutions that will help drive actionable results.
Help establish best practices and standards around categorization, sentiment, and practical insight analysis principles.
Administer QM platform in areas related to user setup/maintenance and dashboard modification based on colleague feedback.
Use the existing Quality Management (QM) platform to identify trends in customer contact drivers, translate findings into actions that reduce customer pain points, and build ad hoc dashboards as needed to communicate insights.
Communicate regularly with managers of relevant teams to calibrate call expectations and establish key messages/guidance for coaching opportunities.
Collaborate with others to bring relevant Customer Care metrics into the QM platform and maintain executive level reporting to generate insights for stakeholders.
Provide new hire and refresher trainings for agents and managers using the QM dashboards.

Education and Experience:

Bachelor's degree required
Minimum 3 years of customer service experience, preferably in a contact center environment
Previous experience wi
About Zoetis At Zoetis, our purpose is to nurture the world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture and commercialize vaccines, medicines, diagnostics and other technologies for companion animals and livestock. We know our people drive our success. Our award-winning culture, built around our Core Beliefs, focuses on our colleagues' careers, connection and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources.
Notice: Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.com, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications.
Global Job Applicant Privacy Notice

Automate your job search with Sonara.

Submit 10x as many applications with less effort than one manual application.

Apply with Sonara Apply manually

FAQs About Quality Monitoring Analyst Jobs at Zoetis US

What is the work location for this position at Zoetis US?

This job at Zoetis US is located in Remote, OR, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Zoetis US?

Employer has not shared pay details for this role.

What employment applies to this position at Zoetis US?

The employer has not provided this information. This may be discussed during the hiring process.

What is the process to apply for this position at Zoetis US?

You can apply for this role at Zoetis US either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.