Quality Monitoring Analyst

Zoetis•US PA Remote, PA

3d•$72,000 - $104,000

About The Position

The Quality Monitoring Analyst (QMA) is responsible for the overall call quality monitoring program across US Customer Care (USCC), including facilitating alignment and continuous improvement across Customer Care. The QMA works with department managers to help them deliver specific, actionable feedback at individual, group, and department levels, and tracks and trends results at both micro and macro levels. The role also works with managers to develop training and support materials that help colleagues pursue continuous improvement and partners with the Customer Experience Team to foster and celebrate exceptional customer interactions. The QMA is the primary administrator of the Quality Management (QM) platform for supported teams, working with business and technical partners to support reliable data and system performance. The role maintains quality standards and scoring, creates and updates dashboards, analyzes customer contact trends, supports coaching and training, and provides reporting and insights to stakeholders.

Requirements

Bachelor's degree required.
Minimum 3 years of customer service experience.
Ability to quickly learn and administer the QM platform, including maintaining agent scoring configurations and creating or modifying dashboards.
Advanced proficiency with Microsoft Excel and PowerPoint, and working knowledge of other Microsoft applications.
Ability to recognize and evaluate exceptional customer interactions, including communication, empathy, accuracy, adherence to guidelines, and successful resolution.
Demonstrated leadership and collaboration skills, including the ability to influence and work effectively with cross-functional teams.
Ability to work independently, manage competing priorities, and take ownership of deliverables.
Strong verbal and written communication, effective listening, and ability to present complex information clearly and concisely to varied stakeholders.
Ability to use qualitative and quantitative data and analytics to enhance decision-making and tactical execution.
Ability to travel as needed.

Nice To Haves

Customer service experience in a contact center environment.
Previous experience with a quality monitoring, quality assurance, or contact center performance program.
Experience supporting process improvement initiatives and translating insights into actionable recommendations.
Practical understanding of AI tools and familiarity with analysis and visualization tools such as Power BI or similar applications.

Responsibilities

Maintain and continually improve the quality monitoring program for relevant contact centers, aligning quality standards and scoring across teams and providing QM dashboards for managers and agents.
Partner with Customer Experience and Technology teams to evaluate and enhance customer interactions through technology solutions that drive actionable results.
Help establish best practices and standards for categorization, sentiment, and practical insight analysis.
Administer the QM platform, including user setup and maintenance and dashboard modifications based on colleague feedback.
Use the QM platform to identify trends in customer contact drivers, translate findings into actions that reduce customer pain points, and build ad hoc dashboards to communicate insights.
Communicate regularly with relevant team managers to calibrate call expectations and establish key messages and guidance for coaching.
Collaborate to bring relevant Customer Care metrics into the QM platform and maintain executive-level reporting that generates stakeholder insights.
Provide new-hire and refresher training for agents and managers using QM dashboards.
Identify agent performance strengths and development opportunities and provide constructive feedback to department managers as needed.