Call Quality Analyst
About the position Responsibilities • Oversee the call quality processes and call monitoring process. • Use call recording analytical platform to identify opportunities for efficiency and quality improvements. • Analyze incoming calls to identify low-quality and high-quality calls using key word and phrase algorithms. • Identify training and procedural opportunities based on call evaluations. • Collaborate with call center managers to implement changes that improve customer experience. • Document areas of opportunity and trends from problem calls. • 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. • Develop and create an employee scorecard updated regularly with performance results. • 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 ensuring agents have calls monitored. • Provide advanced administrative and analytical support for customer service teams. • Document and maintain relevant topics within the Customer Support knowledge management platform. Requirements • Bachelor's Degree preferred. • Minimum of 3 years call center experience as a trainer, manager/supervisory, project manager, analyst or knowledge writer required. • Experience in the Veterinary Industry preferred. • Management and/or supervisory background preferred. • Prior leadership experience preferred. • Strong organizational, analytical, problem-solving, and communication skills. Nice-to-haves • Experience with call center AI tools and call monitoring programs. • Advanced Microsoft Excel skills. Benefits • 401(k) matching • Continuing education credits • Dental insurance • Disability insurance • Flexible spending account • Health insurance • Health savings account • Paid Time Off & Holidays • Medical, Dental, Vision (Multiple Plans Available) • Basic Life (Company Paid) & Supplemental Life • Short and Long Term Disability (Company Paid) • Flexible Spending Accounts/Health Savings Accounts • Paid Parental Leave • Tuition/Continuing Education Reimbursement • Life Assistance Program • Pet Care Discounts Apply tot his job