Remote Call Quality Analyst - Veterinary Support & QA

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

Benefits offered by this job

Paid Time Off & Holidays

Medical, Dental, Vision

401(k) with company match

Tuition/CE reimbursement

Pet Care Discounts

Job summary

Antech Diagnostics is seeking a Customer Support Call Quality Analyst to drive the Call Center's quality through evaluation of calls and agent scoring. You will oversee the call quality processes and use our analytics platform to identify efficiency and quality improvements, collaborating with Center Managers to lift customer experience.

The role requires strong communication and analytical skills, 3+ years in a call center/leadership capacity, and familiarity with Excel and CX platforms.

Qualifications

• Bachelor’s degree preferred.
• Minimum of 3 years call center experience in trainer, manager/supervisory, project manager, analyst or knowledge writer roles.
• Experience in the Veterinary Industry is preferred.
• Management or supervisory background is preferred.
• Prior leadership experience is preferred.

Responsibilities

• Evaluate calls and score agents to improve consistency, knowledge, and accuracy.
• Oversee call quality processes and the call recording platform.
• Identify training and procedural opportunities based on calls.
• Collaborate with Call Center Managers to implement improvements to customer experience.
• Create and maintain reports and dashboards for tracking quality opportunities.

Skills

Communication skills

Analytical skills

Excel skills

Call center experience

Leadership experience

Veterinary industry knowledge

Education

Bachelor’s degree

Tools

NiCE CXOne

Microsoft Teams

PowerPoint

Excel

Job description

Antech Diagnostics is seeking a Customer Support Call Quality Analyst to drive the Call Center's quality through evaluation of calls and agent scoring. You will oversee the call quality processes and use our analytics platform to identify efficiency and quality improvements, collaborating with Center Managers to lift customer experience.

The role requires strong communication and analytical skills, 3+ years in a call center/leadership capacity, and familiarity with Excel and CX platforms.