Remote Quality Monitoring & Insights Analyst

Zoetis Inc; United States; Remote; USD 72,000 - 104,000; Full time

Benefits offered by this job

Healthcare benefits

401K with match

Profit sharing

4 weeks vacation

Job summary

Zoetis Inc. is seeking a Quality Monitoring Analyst (QMA) to lead the national call quality monitoring program within US Customer Care.

You will partner with managers across departments to deliver actionable feedback at individual, team, and department levels, and you will manage the QM platform to ensure reliable data and dashboards. You will track trends, support training, develop materials, and drive continuous improvement, aligning with the One Zoetis behavior.

Qualifications

• Bachelor's degree required in a relevant field.
• 3+ years of customer service experience, preferably in contact centers.
• Experience with quality monitoring or contact center performance programs preferred.

Responsibilities

• Maintain and continuously improve a quality monitoring program across US Customer Care.
• Administer the QM platform, configure dashboards, and ensure data reliability.
• Analyze trends and provide actionable feedback to managers and agents.
• Collaborate with cross-functional teams to drive customer experience improvements.

Skills

Analytical thinking

Cross-functional collaboration

Communication skills

Leadership

Independent work

Education

Bachelor's degree

Tools

Power BI

Microsoft Excel

PowerPoint

QM platform

Job description

Zoetis Inc. is seeking a Quality Monitoring Analyst (QMA) to lead the national call quality monitoring program within US Customer Care.

You will partner with managers across departments to deliver actionable feedback at individual, team, and department levels, and you will manage the QM platform to ensure reliable data and dashboards. You will track trends, support training, develop materials, and drive continuous improvement, aligning with the One Zoetis behavior.