[Hiring] Call Quality Analyst @Antech Diagnostics

Role Description

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.
• Analyze 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.
• Work closely with call center managers to make changes to improve the customer experience.
• Document 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.
• Perform other duties as assigned.

Qualifications

• 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 support of customer needs.
• Ability to effectively shift attention between various tasks, team needs, and business demands.
• Displays strong organizational, analytical, problem solving, and communication skills; strong active listening skills; high attention to detail, and ability to convey and teach technical information concisely.
• Ability to define problems, collect data, establish facts, and draw valid conclusions and make recommendations based on history/presentation provided via phone and email.
• Consistently displays a calm demeanor, empathy, and professionalism, while maintaining a strong customer focus.
• Ability to analyze and pull together patterns to identify areas for improvement.
• Strong interpersonal, organizational, negotiation and problem-solving skills.
• Excellent verbal and written communication skills.
• Advanced Microsoft Excel skills required.
• Advanced NiCE CXOne Experience preferred.
• Demonstrates ease in use of, as well as ability to quickly implement various computer and technological applications, and learns new applications easily, including call center AI tools and call monitoring programs.

Travel

Travel requirements could be up to 5% of the time with peaks and valleys throughout the year.

Working Conditions

The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment. The associate is occasionally required to sit and stoop, bend, kneel, or crouch. The associate must occasionally lift and/or move up to 15 pounds.

The associate will primarily work in a typical office environment or a remote home office. The noise level in the work environment is usually moderate. The associate will be required to use a computer, spreadsheets, database management, email, video conferencing and the Internet. The associate is frequently required to use a calculator; fax, copy machine, and phone system. The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams. Environment where pets are present.

Benefits

• 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.
• 401(k) with company match.
• Tuition/Continuing Education Reimbursement.
• Life Assistance Program.
• Pet Care Discounts.