Quality Monitoring Analyst

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.

Bachelor's degree required

Minimum 3 years of customer service experience, preferably in a contact center environment

Previous experience with a quality monitoring, quality assurance, or contact center performance program preferred

Experience supporting process improvement initiatives and translating insights into actionable recommendations

Technical Skills Requirements

Ability to quickly learn and administer the Quality Management (QM) platform, including maintaining agent scoring configurations and creating or modifying dashboards to support quality monitoring and reporting

Proficiency with Microsoft Excel and PowerPoint at an advanced level; working knowledge of other Microsoft applications

Practical understanding of AI tools and familiarity with analysis and visualization tools, such as Power BI, or similar applications preferred

Able to recognize and evaluate exceptional customer interactions, including effective communication, empathy, accuracy, adherence to guidelines, and successful resolution