Call Quality Analyst

Antech Diagnostics

Loveland (CO)

On-site

USD 60,000 - 75,000

Full time

4 days ago

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Benefits offered by this job

Paid Time Off

Medical, Dental, Vision

Tuition/Continuing Education Reimburse

Pet Care Discounts

Job summary

Antech Diagnostics is seeking a Customer Support Call Quality Analyst to lead call quality assessment and coaching across the Support Enablement Team. You will oversee monitoring processes, analyze calls for coaching opportunities, and produce actionable reports to improve agent performance and customer experience.

The role emphasizes collaboration with Call Center leadership, development of scorecards, and ongoing process improvements within a busy veterinary diagnostics environment.

Qualifications

Bachelor’s degree preferred; 3+ years in call center roles required.
Experience in veterinary industry is preferred.
Strong analytical and reporting abilities.
Proactive in identifying opportunities for quality improvements.

Responsibilities

Monitor and evaluate calls to score quality and guide coaching.
Collaborate with Call Center Managers to improve processes.
Create weekly/monthly quality reports and trend analyses.
Maintain databases and spreadsheets for reporting opportunities.
Develop employee scorecards with leadership and queue teams.
Partner with content specialists to enhance knowledge base.
Organize materials for new hires and onboarding materials.

Skills

Advanced Excel

Call Center Experience

Communication Skills

Data Analysis

Leadership Experience

Education

Bachelor’s Degree preferred

Tools

NiCE CXOne

Job description

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

The Target Pay Range for this position is $60,000 - $75,000 annually. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

Job Purpose/Overview

The Customer Support Call Quality Analyst delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support via the Support Enablement Team. The focus of this role is providing support to the Call Center Managers and Supervisors in the evaluation of calls and call scoring of agents, providing a clear pathway for agents to grow in their consistency, knowledge, and accuracy. The candidate will be responsible for overseeing the call quality processes, call monitoring process, and will use our call recording analytical platform to identify opportunities for efficiency and quality improvements.

Essential Duties And Responsibilities

Have a working understanding of all job functions of the various call center teams
Responsible for interfacing with IT as needed to maintain the call center call monitoring technology
Review existing call monitoring processes and migrate forms to the call recording platform
Analyzes incoming calls to identify low-quality and high-quality calls using the analytical engine of the call reporting platform using key word and phrase algorithms
Identify training and procedural opportunities based on calls
Works closely with call center managers to make changes to improve the customer experience
Documents areas of opportunity and trends from all problem calls
Use analytical skills to collaborate with Directors and team leaders to recommend reporting and automated improvements
Create and maintain databases and spreadsheets for reporting quality opportunities
Manage intermediate databases for queries and analysis using data from the workforce and phone system
Create, run, and maintain the recommended weekly and monthly reports
Collaborate with Team Leadership of each Queue Team to develop and create an employee scorecard that is updated regularly, to include weekly, monthly and annual results
Ability to partner with other team members of the Call Center Quality Assurance team as well as team training & onboarding specialists and technical content specialists to ensure that each Customer Support team is maximizing agent quality.
Organize and update materials for new hires as needed
Ensure all relevant content is reviewed every 12 months or earlier as needed
Oversee monthly call management process working with site managers, ensuring agents have at least 10 calls monitored per month
Create and manage a "monthly call review synopsis" to the team leads, managers, and directors of queue teams
Provide advanced administrative and analytical support for the customer service teams
Document and maintain relevant topics within the Customer Support knowledge management platform
Contribute content for annual employee reviews as needed
Performs other duties as assigned.

Education And Experience

Bachelor’s Degree preferred
Minimum of 3 years call center experience as a trainer, manager/supervisory, project manager, analyst or knowledge writer is required
Experience in the Veterinary Industry is preferred
Management and/or supervisory background is preferred
Prior leadership experience preferred

Knowledge, Skills And Abilities

Ability to communicate a message to associates, peers and leadership that inspires action in support of customer needs. Verbal, written and virtual communication modes will be frequently used.
Ability to effectively shift attention between various tasks, team needs, and business demands.
Displays strong organizational, analytical, problem solving, and communication skills; strong active listening skills; high attention to detail, and ability to convey and teach technical information concisely.
Ability to define problems, collect data, establish facts, and draw valid conclusions and make recommendations based on history/presentation provided via phone and email.
Consistently displays a calm demeanor, empathy, and professionalism, while maintaining a strong customer focus.
Ability to analyze and pull together patterns to identify areas for improvement
Strong interpersonal, organizational, negotiation and problem-solving skills
Excellent verbal and written communication skills
Advanced Microsoft Excel skills required
Advanced NiCE CXOne Experience preferred
Demonstrates ease in use of, as well as ability to quickly implement various computer and technological applications, and learns new applications easily, including call center AI tools and call monitoring programs

Travel

Travel requirements could be up to 5% of the time with peaks and valleys throughout the year.

Working Conditions

The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment. The associate is occasionally required to sit and stoop, bend, kneel, or crouch. The associate must occasionally lift and/or move up to 15 pounds.

The associate will primarily work in a typical office environment or a remote home office. The noise level in the work environment is usually moderate. The associate will be required to use a computer, spreadsheets, database management, email, video conferencing and the Internet. The associate is frequently required to use a calculator; fax, copy machine, and phone system. The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams. Environment where pets are present

About Antech

Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services.

Benefits

Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.

Benefits eligiblity is based on employment status.