Call Quality Analyst

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles:
Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.

The Target Pay Range for this position is $60,000 - $75,000 annually. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

Job Purpose/Overview

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.

Essential Duties and 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.

Education and Experience

• Bachelor’s Degree preferred

• Minimum of 3 years call center experience as a trainer, manager/supervisory, project manager, analyst or knowledge writer is required

• Experience in the Veterinary Industry is preferred

• Management and/or supervisory background is preferred

• Prior leadership experience preferred

Knowledge,

Skills and Abilities

• Ability to communicate a message to associates, peers and leadership that inspires action in…