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 with a quality monitoring, quality assurance, or contact center performance program preferred
• Experience supporting process improvement initiatives and translating insights into actionable recommendations

Technical Skills Requirements:

• Ability to quickly learn and administer the Quality Management (QM) platform, including maintaining agent scoring configurations and creating or modifying dashboards to support quality monitoring and reporting
• Proficiency with Microsoft Excel and PowerPoint at an advanced level; working knowledge of other Microsoft applications
• Practical understanding of AI tools and familiarity with analysis and visualization tools, such as Power BI, or similar applications preferred
• Able to recognize and evaluate exceptional customer interactions, including effective 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
• Skilled at verbal and written communication, including effective listening and the ability to present complex information clearly and concisely to various stakeholders
• Identify agent performance strengths and development opportunities; provide constructive feedback to department managers as needed
• Successful in using qualitative and quantitative data and analytics to enhance decision making and tactical execution

Physical Position Requirements:

• Ability to travel as needed
• Home office setting

The U.S. base salary range for this full-time position is $72,000 - $104,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the base pay target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

This position is also eligible for short-term incentive compensation.

In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning on day one, a 401K plan with a…