Quality Monitoring & CX Insights Analyst

Zoetis Inc; Philadelphia (Philadelphia County); Remote; USD 72,000 - 104,000; Full time

Benefits offered by this job

Healthcare benefits from day one

401K with match and profit sharing

4 weeks vacation

Incentive plan

Job summary

Zoetis is seeking a Quality Monitoring Analyst to own and enhance the quality monitoring program across US Customer Care. The role partners with Customer Experience, Technology, and department managers to deliver actionable feedback at individual, group, and department levels.

You will administer the QM platform, track trends, and support training initiatives to drive customer-obsessed improvements. The ideal candidate holds a Bachelor's degree with at least 3 years in customer service,

Qualifications

• 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.

Responsibilities

• Maintain a quality monitoring program across relevant contact centers, aligning quality standards and scoring, and visualizing via QM dashboards for managers and agents.
• Partner with Customer Experience and Technology teams to evaluate and enhance customer interactions through technology solutions.
• Establish best practices around categorization, sentiment, and insight analysis.
• Administer QM platform including user setup and dashboard modification based on feedback.
• Identify trends in customer contact drivers, translate findings into actions to reduce pain points, and build ad hoc dashboards as needed.
• Communicate with managers to calibrate call expectations and provide coaching guidance.
• Collaborate to bring Customer Care metrics into QM and maintain executive-level reporting.
• Provide new hire and refresher trainings for agents and managers using QM dashboards.

Skills

Leadership

Collaboration

Verbal & written communication

Data-driven decision making

Education

Bachelor's degree

Tools

Power BI

Excel

PowerPoint

Microsoft apps

Job description

Zoetis is seeking a Quality Monitoring Analyst to own and enhance the quality monitoring program across US Customer Care. The role partners with Customer Experience, Technology, and department managers to deliver actionable feedback at individual, group, and department levels.

You will administer the QM platform, track trends, and support training initiatives to drive customer-obsessed improvements. The ideal candidate holds a Bachelor's degree with at least 3 years in customer service,