Remote Call Quality Analyst - Elevate Customer Care

Antech Diagnostics; Loveland (CO); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Paid Time Off

Medical, Dental, Vision

Tuition/Continuing Education Reimburse

Pet Care Discounts

Job summary

Antech Diagnostics is seeking a Customer Support Call Quality Analyst to lead call quality assessment and coaching across the Support Enablement Team. You will oversee monitoring processes, analyze calls for coaching opportunities, and produce actionable reports to improve agent performance and customer experience.

The role emphasizes collaboration with Call Center leadership, development of scorecards, and ongoing process improvements within a busy veterinary diagnostics environment.

Qualifications

• Bachelor’s degree preferred; 3+ years in call center roles required.
• Experience in veterinary industry is preferred.
• Strong analytical and reporting abilities.
• Proactive in identifying opportunities for quality improvements.

Responsibilities

• Monitor and evaluate calls to score quality and guide coaching.
• Collaborate with Call Center Managers to improve processes.
• Create weekly/monthly quality reports and trend analyses.
• Maintain databases and spreadsheets for reporting opportunities.
• Develop employee scorecards with leadership and queue teams.
• Partner with content specialists to enhance knowledge base.
• Organize materials for new hires and onboarding materials.

Skills

Advanced Excel

Call Center Experience

Communication Skills

Data Analysis

Leadership Experience

Education

Bachelor’s Degree preferred

Tools

NiCE CXOne

Job description

Antech Diagnostics is seeking a Customer Support Call Quality Analyst to lead call quality assessment and coaching across the Support Enablement Team. You will oversee monitoring processes, analyze calls for coaching opportunities, and produce actionable reports to improve agent performance and customer experience.

The role emphasizes collaboration with Call Center leadership, development of scorecards, and ongoing process improvements within a busy veterinary diagnostics environment.