Quality Insights Lead for Customer Care

Zoetis Inc; United States; Remote; USD 72,000 - 104,000; Full time

Benefits offered by this job

Healthcare and insurance benefits

401K with match & profit-sharing

4 weeks vacation

Job summary

Zoetis is seeking a Quality Monitoring Analyst (QMA) to oversee the US call quality monitoring program across US Customer Care, driving alignment and continuous improvement with managers and teams.

You will administer the QM platform, track trends, create dashboards with Power BI, and develop training materials to uplift customer interactions, while collaborating across Veterinary CS, Dx Support, and Petcare Rewards.

Qualifications

• 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.

Responsibilities

• Track and trend results at micro and macro levels and develop training and support materials for colleagues.
• Exhibit One Zoetis behaviors by collaborating with the Customer Experience Team to improve customer interactions.
• Administer the QM platform for user setup and dashboard modification based on feedback.
• Maintain a continuous improvement quality monitoring program across relevant contact centers with dashboards for managers and agents.
• Collaborate with Customer Experience and Technology teams to implement technology solutions that drive actionable results.

Skills

Quality monitoring

Data analysis

Communication

Leadership

Cross-functional collaboration

Independent work

Education

Bachelor's degree

Tools

Power BI

Microsoft Excel

PowerPoint

Job description

Zoetis is seeking a Quality Monitoring Analyst (QMA) to oversee the US call quality monitoring program across US Customer Care, driving alignment and continuous improvement with managers and teams.

You will administer the QM platform, track trends, create dashboards with Power BI, and develop training materials to uplift customer interactions, while collaborating across Veterinary CS, Dx Support, and Petcare Rewards.