Remote Quality Monitoring & Insights Analyst

Zoetis Inc; Pennsylvania; Ibrido; USD 72.000 - 104.000; Tempo pieno

Vantaggi offerti da questo lavoro

Short-term incentive

Healthcare benefits from day one

4 weeks vacation

Descrizione del lavoro

Zoetis Inc. seeks a Quality Monitoring Analyst to lead the global call quality program for US Customer Care, partnering with cross-functional teams to improve customer interactions and outcomes.

As the primary QM platform administrator, you will configure scoring, build dashboards, and deliver targeted coaching messages. A bachelor’s degree and 3+ years in customer service are required, with Travel as needed.

Competenze

• Bachelor's degree required.
• 3+ years in customer service, preferably in a contact center.
• Experience with quality monitoring/QA or contact center performance programs preferred.
• Experience translating insights into actionable recommendations.

Mansioni

• Maintain and improve a quality monitoring program across relevant contact centers and provide QM dashboards for managers/agents.
• Collaborate with Customer Experience and Technology teams to enhance interactions via technology solutions.
• Establish best practices for categorization, sentiment, and insight analysis.
• Administer QM platform—user setup, maintenance, and dashboards.
• Identify trends in customer drivers and translate findings into actions to reduce pain points.

Conoscenze

Leadership

Collaboration

Verbal/written comms

Analytical skills

QM platform knowledge

Power BI

Excel

PowerPoint

Travel readiness

Formazione

Bachelor's degree

Strumenti

QM platform

Power BI

Microsoft Excel

Microsoft PowerPoint

Descrizione del lavoro

Zoetis Inc. seeks a Quality Monitoring Analyst to lead the global call quality program for US Customer Care, partnering with cross-functional teams to improve customer interactions and outcomes.

As the primary QM platform administrator, you will configure scoring, build dashboards, and deliver targeted coaching messages. A bachelor’s degree and 3+ years in customer service are required, with Travel as needed.