Quality Monitoring Analyst - Remote Customer Care Excellence

- Zoetis India Capability Center; United States; Remote; USD 72,000 - 104,000; Full time

Benefits offered by this job

Short-term incentive

Comprehensive benefits package

Job summary

The Quality Monitoring Analyst role at Zoetis drives the global call quality monitoring program for US Customer Care, enabling continuous improvement. You will partner with multiple departments to deliver actionable feedback and maintain QM dashboards that visualize trends for managers and agents.

With 3+ years in customer service and QA/quality monitoring experience, you will train colleagues, calibrate expectations, and translate data into practical insights for coaching and performance

Qualifications

• Bachelor's degree required.
• Minimum 3 years of customer service experience, preferably in a contact center.
• 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

• Maintain with continuous improvement a 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 QM platform in areas related to user setup/maintenance and dashboard modification based on colleague feedback.
• Use the existing Quality Management (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.

Skills

Quality monitoring

Data analysis

Cross-functional collaboration

Communication

Process improvement

Education

Bachelor's degree

Tools

Power BI

Microsoft Excel

PowerPoint

Job description

The Quality Monitoring Analyst role at Zoetis drives the global call quality monitoring program for US Customer Care, enabling continuous improvement. You will partner with multiple departments to deliver actionable feedback and maintain QM dashboards that visualize trends for managers and agents.

With 3+ years in customer service and QA/quality monitoring experience, you will train colleagues, calibrate expectations, and translate data into practical insights for coaching and performance