Customer Care Quality & Insights Lead
Zoetis Inc
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Benefits offered by this job
Job summary
Zoetis Inc. seeks a Quality Monitoring Analyst to lead the US call quality program, align teams, and drive continuous improvement across Customer Care. You will partner with managers to translate data into actionable coaching, and administer the QM platform with dashboards for visibility at all levels.
You will build training materials, track trends, and support leadership with executive reporting while fostering Zoetis' customer-obsessed culture.
Qualifications
- Bachelor's degree required; minimum 3 years in customer service, ideally in a contact center.
- Experience with quality monitoring, QA, or contact center performance programs preferred.
- Experience translating insights into actionable process improvements.
- Ability to support training and coaching initiatives.
Responsibilities
- Maintain and improve a quality monitoring program across relevant contact centers.
- Calibrate scoring, develop QM dashboards, and provide actionable insights for managers and agents.
- Collaborate with Customer Experience and Technology teams to implement solutions.
- Administer QM platform setups, dashboards, and user configurations.
- Calibrate call expectations and deliver coaching guidance based on data.
- Provide new-hire and refresher trainings using QM dashboards.
Skills
Education
Tools
Job description
Zoetis Inc. seeks a Quality Monitoring Analyst to lead the US call quality program, align teams, and drive continuous improvement across Customer Care. You will partner with managers to translate data into actionable coaching, and administer the QM platform with dashboards for visibility at all levels.
You will build training materials, track trends, and support leadership with executive reporting while fostering Zoetis' customer-obsessed culture.
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