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.

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.

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Career worklet on the landing page or search for Find Jobs.

Must be located in or near Loveland, CO

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 agent s , 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 c ustomer 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 report s

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 review ed 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 D egree 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 .

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.

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 Mic rosoft Excel skills required

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

Complete how the job gets done and the way it operates

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 Target Pay Range for this position is $51,400-$65,000 annually. At Mars, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

Antech 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.

Full-time employees are eligible for the following benefits and more :

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

Paid Time Off & Holidays

Tuition / Continuing Education Reimbursement

Life Assistance Program

Pet Care Discounts

Several other health and wellness benefits