Quality Monitoring Analyst

The Quality Monitoring Analyst (QMA) is responsible for the overall call quality monitoring program across US Customer Care (USCC). This includes facilitating alignment and continuous improvement across Customer Care. The QMA will work closely with managers in each department to prepare them to deliver specific and actionable feedback at the individual, group, and department levels. The QMA will track and trend results at a micro and macro level, and work with managers to develop training and support materials to assist colleagues in their customer obsessed continuous improvement journey. The QMA will exhibit `One Zoetis' behaviors by working adjacent with the Customer Experience Team to foster and celebrate exceptional customer interactions. The QMA will serve as primary administrator of the QM platform for all supported teams, working with business and technical partners to ensure reliable data and system performance in support of the overall QM program.

Position Responsibilities:

• Maintain with continuous improvement a quality monitoring program for all relevant contact centers, aligning/maintaining quality standards and scoring across teams and providing visual representation via QM dashboards for both managers and agents. Relevant departments include Veterinary Customer Service, Field Force Customer Service, VMIPS, Dx Tech Support, Zoetis Reference Labs, Dx Customer Service and Zoetis Petcare Rewards.
• Partner with Customer Experience and Technology team to evaluate and enhance customer interactions with Zoetis through the implementation of technology solutions that will help drive actionable results.
• Help establish best practices and standards around categorization, sentiment, and practical insight analysis principles.
• Administer QM platform in areas related to user setup/maintenance and dashboard modification based on colleague feedback.
• Use the existing Quality Management (QM) platform to identify trends in customer contact drivers, translate findings into actions that reduce customer pain points, and build ad hoc dashboards as needed to communicate insights.
• Communicate regularly with managers of relevant teams to calibrate call expectations and establish key messages/guidance for coaching opportunities.
• Collaborate with others to bring relevant Customer Care metrics into the QM platform and maintain executive level reporting to generate insights for stakeholders.
• Provide new hire and refresher trainings for agents and managers using the QM dashboards.

Education and Experience:

• Bachelor's degree required
• Minimum 3 years of customer service experience, preferably in a contact center environment
• Previous experience wi

  About Zoetis
  
  At Zoetis, our purpose is to nurture the world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture and commercialize vaccines, medicines, diagnostics and other technologies for companion animals and livestock. We know our people drive our success. Our award-winning culture, built around our Core Beliefs, focuses on our colleagues' careers, connection and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources.

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