Remote Call Quality Analyst - Customer Experience QA

Antagene; United States; Hybrid; USD 60,000 - 79,000; Full time

Benefits offered by this job

Paid Time Off

Medical, Dental, Vision

Job summary

Antech Diagnostics is seeking a Customer Support Call Quality Analyst to oversee call quality processes, monitor call performance, and drive improvements in agent knowledge and accuracy. The role supports Call Center Managers and uses analytics to identify efficiency opportunities.

Based in the United States, the position involves remote/home-office flexibility and requires strong Excel and CXOne experience within a veterinary diagnostics environment. Travel is limited.

Qualifications

• Bachelor's degree preferred.
• Minimum 3 years call center experience in trainer, manager/supervisor, project manager, analyst or knowledge writer role.
• Experience in the Veterinary Industry preferred.
• Management or supervisory background preferred.

Responsibilities

• Monitor and evaluate calls; score agents for quality and consistency.
• Collaborate with Call Center Managers to improve customer experience.
• Maintain databases and reports for quality opportunities.
• Develop employee scorecards with weekly, monthly, and annual results.
• Support onboarding materials and content for training teams.

Skills

Excel

CXOne

Call center knowledge

Analytical skills

Education

Bachelor's Degree

Tools

Call recording platform

Database / Excel data handling

Job description

Antech Diagnostics is seeking a Customer Support Call Quality Analyst to oversee call quality processes, monitor call performance, and drive improvements in agent knowledge and accuracy. The role supports Call Center Managers and uses analytics to identify efficiency opportunities.

Based in the United States, the position involves remote/home-office flexibility and requires strong Excel and CXOne experience within a veterinary diagnostics environment. Travel is limited.