Remote Call Quality & Analytics Analyst

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

Benefits offered by this job

Paid Time Off

Medical, Dental, Vision

401(k) with company match

Tuition/Continuing Education Reimburse

Pet Care Discounts

Job summary

Antech Diagnostics is seeking a Customer Support Call Quality Analyst to oversee call quality, monitor performance, and drive improvements across our contact centers. You will partner with Call Center Managers, analyze calls for insights, and guide training efforts to raise agent knowledge and service levels.

The role requires strong analytical, communication, and organizational skills, with advanced Excel and experience in call center platforms; veterinary domain knowledge is a plus and

Qualifications

• Bachelor’s Degree preferred.
• Minimum of 3 years call center experience in training, management, project management, analysis or knowledge writing.
• Experience in the veterinary industry is preferred.
• Management/supervisory background is preferred.
• Prior leadership experience preferred.

Responsibilities

• Oversee call quality processes and call monitoring to improve agent performance.
• Analyze calls using the platform to identify opportunities for training and improvement.
• Collaborate with center managers to implement changes for customer experience.
• Create and maintain reports and dashboards for quality and performance.
• Organize content for new hires and ensure content is refreshed annually.

Skills

Analytical skills

Communication skills

Problem-solving

Organizational skills

Empathy

Education

Bachelor’s Degree preferred

Tools

Excel

NiCE CXOne

Job description

Antech Diagnostics is seeking a Customer Support Call Quality Analyst to oversee call quality, monitor performance, and drive improvements across our contact centers. You will partner with Call Center Managers, analyze calls for insights, and guide training efforts to raise agent knowledge and service levels.

The role requires strong analytical, communication, and organizational skills, with advanced Excel and experience in call center platforms; veterinary domain knowledge is a plus and