Call Quality Analyst

Customer Support Call Quality AnalystThe 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 ResponsibilitiesHave a working understanding of all job functions of the various call center teamsResponsible for interfacing with IT as needed to maintain the call center call monitoring technologyReview existing call monitoring processes and migrate forms to the call recording platformAnalyzes incoming calls to identify low-quality and high-quality calls using the analytical engine of the call reporting platform using key word and phrase algorithmsIdentify training and procedural opportunities based on callsWorks closely with call center managers to make changes to improve the customer experienceDocuments areas of opportunity and trends from all problem callsUse analytical skills to collaborate with Directors and team leaders to recommend reporting and automated improvementsCreate and maintain databases and spreadsheets for reporting quality opportunitiesManage intermediate databases for queries and analysis using data from the workforce and phone systemCreate, run, and maintain the recommended weekly and monthly reportsCollaborate with Team Leadership of each Queue Team to develop and create an employee scorecard that is updated regularly, to include weekly, monthly and annual resultsAbility 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 qualityOrganize and update materials for new hires as neededEnsure all relevant content is reviewed every 12 months or earlier as neededOversee monthly call management process working with site managers, ensuring agents have at least 10 calls monitored per monthCreate and manage a "monthly call review synopsis" to the team leads, managers, and directors of queue teamsProvide advanced administrative and analytical support for the customer service teamsDocument and maintain relevant topics within the Customer Support knowledge management platformContribute content for annual employee reviews as neededPerforms other duties as assigned.Education and ExperienceBachelor's Degree preferredMinimum of 3 years call center experience as a trainer, manager/supervisory, project manager, analyst or knowledge writer is requiredExperience in the Veterinary Industry is preferredManagement and/or supervisory background is preferredPrior leadership experience preferredKnowledge, Skills and AbilitiesAbility to communicate a message to associates, peers and leadership that inspires action in support of customer needs. Verbal, written and virtual communication modes will be frequently used.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 improvementStrong interpersonal, organizational, negotiation and problem-solving skillsExcellent verbal and written communication skillsAdvanced Microsoft Excel skills requiredAdvanced NiCE CXOne Experience preferredDemonstrates 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 programsTravelTravel requirements could be up to 5% of the time with peaks and valleys throughout the year.Working ConditionsThe 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 presentAbout AntechAntech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in-house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board-certified specialist support services.BenefitsAntech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.Paid Time Off & HolidaysMedical, Dental, Vision (Multiple Plans Available)Basic Life (Company Paid) & Supplemental LifeShort and Long Term Disability (Company Paid)Flexible Spending Accounts/Health Savings AccountsPaid Parental Leave401(k) with company matchTuition/Continuing Education ReimbursementLife Assistance ProgramPet Care DiscountsCommitment to Equal Employer OpportunitiesWe are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement, please see our Career page at Antech Careers.Note to Search Firms/AgenciesAntech Diagnostics, Inc. and its subsidiaries and affiliates (Antech) do not compensate search firms for unsolicited assistance unless they have a written search agreement with Antech and the requisition is position-specific. Any resumes, curriculum vitae, and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Antech will be deemed the sole property of Antech and no fee will be paid in the event the candidate is hired by Antech.