Quality Monitoring & CX Improvement Analyst

Zoetis Inc; Parsippany-Troy Hills (NJ); Remote; USD 72,000 - 104,000; Full time

Benefits offered by this job

Short-term incentive

Health benefits from day one

401K with match

Vacation 4 weeks

Job summary

Zoetis Inc. is seeking a Quality Monitoring Analyst to oversee the quality monitoring program for US Customer Care. You will work with managers to deliver actionable feedback at individual, team, and department levels and maintain QM dashboards and executive reporting.

The role involves collaboration with Customer Experience and Technology teams, training new hires and refining processes to reduce customer pain points, while ensuring reliable QM data and system performance.

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 programs preferred.
• Experience translating insights into actionable recommendations.

Responsibilities

• Maintain a continuous quality monitoring program across relevant contact centers.
• Partner with Customer Experience and Technology teams to enhance customer interactions with Zoetis.
• Administer QM platform including user setup and dashboard modifications.
• Identify trends in customer contact drivers and translate findings into actions.
• Calibrate call expectations with managers and provide coaching guidance.
• Provide new hire and refresher trainings using QM dashboards.

Skills

Customer service

Data analysis

Verbal & written communication

Leadership

Collaboration

Education

Bachelor's degree

Tools

Power BI

Microsoft Excel

PowerPoint

AI tools familiarity

Job description

Zoetis Inc. is seeking a Quality Monitoring Analyst to oversee the quality monitoring program for US Customer Care. You will work with managers to deliver actionable feedback at individual, team, and department levels and maintain QM dashboards and executive reporting.

The role involves collaboration with Customer Experience and Technology teams, training new hires and refining processes to reduce customer pain points, while ensuring reliable QM data and system performance.