Quality Insights & Monitoring Analyst

Zoetis Inc; United States; Teletrabalho; USD 72 000 - 104 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Healthcare benefits

401K with match

4 weeks vacation

Short-term incentive

Resumo da oferta

Zoetis seeks a Quality Monitoring Analyst to lead the quality program across US Customer Care. The role partners with department managers to deliver actionable feedback at individual, group, and department levels and to drive continuous improvement.

The QMA administers the QM platform and ensures data reliability for stakeholders. Responsibilities include trend analysis, training support, and cross-team collaboration to elevate customer interactions and performance using Power BI dashboards and

Qualificações

• Bachelor's degree required.
• Minimum 3 years of customer service experience, preferably in a contact center.
• Experience with quality monitoring, QA, or contact center performance programs preferred.
• Experience translating insights into actionable recommendations.

Responsabilidades

• Maintain a continuous quality monitoring program across contact centers, with standardized scoring and QM dashboards.
• Collaborate with Customer Experience and Tech teams to implement solutions improving customer interactions.
• Establish best practices for categorization, sentiment, and insight analysis.
• Administer QM platform including user setup and dashboard modifications.
• Identify trends using QM data and build ad hoc dashboards to communicate insights to stakeholders.
• Provide new hire and refresher trainings using QM dashboards.

Conhecimentos

Customer service

Data analysis

Communication

Leadership

Formação académica

Bachelor's degree

Ferramentas

Microsoft Excel

PowerPoint

Power BI

AI tools familiarity

Descrição da oferta de emprego

Zoetis seeks a Quality Monitoring Analyst to lead the quality program across US Customer Care. The role partners with department managers to deliver actionable feedback at individual, group, and department levels and to drive continuous improvement.

The QMA administers the QM platform and ensures data reliability for stakeholders. Responsibilities include trend analysis, training support, and cross-team collaboration to elevate customer interactions and performance using Power BI dashboards and