Call Quality Analyst

About the positionResponsibilities• 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 Apply To this Job