Quality Monitoring Analyst

Zoetis Inc; United States; A distancia; USD 72.000 - 104.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare and insurance benefits

401K with match & profit-sharing

4 weeks vacation

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Quality monitoring

Data analysis

Communication

Leadership

Cross-functional collaboration

Independent work

Educación

Bachelor's degree

Herramientas

Power BI

Microsoft Excel

PowerPoint

Descripción del empleo

The Quality Monitoring Analyst (QMA) is responsible for the overall call quality monitoring program across US Customer Care (USCC). This includes facilitating alignment and continuous improvement across Customer Care. The QMA will work closely with managers in each department to prepare them to deliver specific and actionable feedback at the individual, group, and department levels. The QMA will track and trend results at a micro and macro level and work with managers to develop training and support materials to assist colleagues in their customer-obsessed continuous improvement journey. The QMA will exhibit One Zoetis behaviors by working adjacent with the Customer Experience Team to foster and celebrate exceptional customer interactions. The QMA will serve as primary administrator of the QM platform for all supported teams, working with business and technical partners to ensure reliable data and system performance in support of the overall QM program.

Position Responsibilities

• The QMA will track and trend results at a micro and macro level and work with managers to develop training and support materials to assist colleagues in their customer-obsessed continuous improvement journey.
• Exhibit One Zoetis behaviors by working adjacent with the Customer Experience Team to foster and celebrate exceptional customer interactions.
• Serve as primary administrator of the QM platform for all supported teams, working with business and technical partners to ensure reliable data and system performance in support of the overall QM program.
• Maintain a continuous improvement quality monitoring program for all relevant contact centers, aligning/maintaining quality standards and scoring across teams and providing visual representation via QM dashboards for both managers and agents.
• Partner with Customer Experience and Technology team to evaluate and enhance customer interactions with Zoetis through the implementation of technology solutions that will help drive actionable results.
• Help establish best practices and standards around categorization, sentiment, and practical insight analysis principles.
• Administer the QM platform for user setup/maintenance and dashboard modification based on colleague feedback.
• Use the existing QM platform to identify trends in customer contact drivers, translate findings into actions that reduce customer pain points, and build ad hoc dashboards as needed to communicate insights.
• Communicate regularly with managers of relevant teams to calibrate call expectations and establish key messages/guidance for coaching opportunities.
• Collaborate with others to bring relevant Customer Care metrics into the QM platform and maintain executive level reporting to generate insights for stakeholders.
• Provide new hire and refresher trainings for agents and managers using the QM dashboards.
• Relevant departments include Veterinary Customer Service, Field Force Customer Service, VMIPS, Dx Tech Support, Zoetis Reference Labs, Dx Customer Service and Zoetis Petcare Rewards.

Education & Experience

• 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.

Technical Skills Requirements

• Ability to quickly learn and administer the Quality Management (QM) platform, including maintaining agent scoring configurations and creating or modifying dashboards to support quality monitoring and reporting.
• Proficiency with Microsoft Excel and PowerPoint at an advanced level; working knowledge of other Microsoft applications.
• Practical understanding of AI tools and familiarity with analysis and visualization tools, such as Power BI, or similar applications preferred.
• Able to recognize and evaluate exceptional customer interactions, including effective communication, empathy, accuracy, adherence to guidelines, and successful resolution.
• Demonstrated leadership and collaboration skills, including the ability to influence and work effectively with cross-functional teams.
• Ability to work independently, manage competing priorities, and take ownership of deliverables.
• Skilled at verbal and written communication, including effective listening and the ability to present complex information clearly and concisely to various stakeholders.
• Identify agent performance strengths and development opportunities; provide constructive feedback to department managers as needed.
• Successful in using qualitative and quantitative data and analytics to enhance decision making and tactical execution.

Physical Position Requirements

• Ability to travel as needed.
• Home office setting.

Salary and Benefits

Full time Regular Colleague

The U.S. base salary range for this full-time position is $72,000 - $104,000. This position is also eligible for short-term incentive compensation.

• Healthcare and insurance benefits beginning on day one.
• 401K plan with a match and profit-sharing contribution from Zoetis.
• 4 weeks of vacation.

At Zoetis, our purpose is to nurture our world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture and commercialize vaccines, medicines, diagnostics and other technologies for companion animals and livestock. We know our people drive our success. Our award-winning culture, built around our Core Beliefs, focuses on our colleagues’ careers, connection and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources.

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at [e-mail] to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of @zoetis.com. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.