Call Quality Analyst

Antech Diagnostics•Loveland, CO

16d•$60,000 - $75,000•Hybrid

About The Position

The Customer Support Call Quality Analyst delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support via the Support Enablement Team. The focus of this role is providing support to the Call Center Managers and Supervisors in the evaluation of calls and call scoring of agents, providing a clear pathway for agents to grow in their consistency, knowledge, and accuracy. The candidate will be responsible for overseeing the call quality processes, call monitoring process, and will use our call recording analytical platform to identify opportunities for efficiency and quality improvements.

Requirements

Minimum of 3 years call center experience as a trainer, manager/supervisory, project manager, analyst or knowledge writer is required
Ability to communicate a message to associates, peers and leadership that inspires action in support of customer needs. Verbal, written and virtual communication modes will be frequently used.
Ability to effectively shift attention between various tasks, team needs, and business demands.
Displays strong organizational, analytical, problem solving, and communication skills; strong active listening skills; high attention to detail, and ability to convey and teach technical information concisely.
Ability to define problems, collect data, establish facts, and draw valid conclusions and make recommendations based on history/presentation provided via phone and email.
Consistently displays a calm demeanor, empathy, and professionalism, while maintaining a strong customer focus.
Ability to analyze and pull together patterns to identify areas for improvement
Strong interpersonal, organizational, negotiation and problem-solving skills
Excellent verbal and written communication skills
Advanced Microsoft Excel skills required
Demonstrates ease in use of, as well as ability to quickly implement various computer and technological applications, and learns new applications easily, including call center AI tools and call monitoring programs

Nice To Haves

Bachelor’s Degree preferred
Experience in the Veterinary Industry is preferred
Management and/or supervisory background is preferred
Prior leadership experience preferred
Advanced NiCE CXOne Experience preferred

Responsibilities

Have a working understanding of all job functions of the various call center teams
Responsible for interfacing with IT as needed to maintain the call center call monitoring technology
Review existing call monitoring processes and migrate forms to the call recording platform
Analyzes incoming calls to identify low-quality and high-quality calls using the analytical engine of the call reporting platform using key word and phrase algorithms
Identify training and procedural opportunities based on calls
Works closely with call center managers to make changes to improve the customer experience
Documents areas of opportunity and trends from all problem calls
Use analytical skills to collaborate with Directors and team leaders to recommend reporting and automated improvements
Create and maintain databases and spreadsheets for reporting quality opportunities
Manage intermediate databases for queries and analysis using data from the workforce and phone system
Create, run, and maintain the recommended weekly and monthly reports
Collaborate with Team Leadership of each Queue Team to develop and create an employee scorecard that is updated regularly, to include weekly, monthly and annual results
Ability to partner with other team members of the Call Center Quality Assurance team as well as team training & onboarding specialists and technical content specialists to ensure that each Customer Support team is maximizing agent quality.
Organize and update materials for new hires as needed
Ensure all relevant content is reviewed every 12 months or earlier as needed
Oversee monthly call management process working with site managers, ensuring agents have at least 10 calls monitored per month
Create and manage a “monthly call review synopsis” to the team leads, managers, and directors of queue teams
Provide advanced administrative and analytical support for the customer service teams
Document and maintain relevant topics within the Customer Support knowledge management platform
Contribute content for annual employee reviews as needed
Performs other duties as assigned.