Quality Insights & Training Specialist

Zoetis Inc

Oregon

Hybrid

USD 72,000 - 104,000

Full time

5 days ago

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Benefits offered by this job

Healthcare benefits

401K with match

Vacation 4 weeks

Job summary

Zoetis Inc is seeking a Quality Monitoring Analyst (QMA) to oversee the US Customer Care quality monitoring program, align across teams, and drive data-informed improvements. The role administers the QM platform, builds dashboards, calibrates call quality, and partners with Customer Experience and Technology to deliver actionable coaching.

A bachelor's degree and at least 3 years in customer service or contact centers are required, with experience in quality assurance and analytics using Power

Qualifications

Bachelor's degree required.
Minimum 3 years of customer service experience, preferably in a contact center.
Experience with quality monitoring, quality assurance, or contact center performance program preferred.

Responsibilities

Maintain and improve a quality monitoring program across relevant contact centers, aligning standards and scoring.
Provide actionable feedback and coaching messages to managers and agents.
Administer QM platform, configure user setups and dashboards, and translate trends into actions.
Calibrate call expectations with managers and deliver executive-level reporting.

Skills

Communication skills

Analytical thinking

Collaboration

Project management

Leadership

Independent work

Education

Bachelor's degree

Tools

Power BI

Microsoft Excel

PowerPoint

AI tools

Job description

A bachelor's degree and at least 3 years in customer service or contact centers are required, with experience in quality assurance and analytics using Power

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