Call Quality Analyst
Job Summary
To support the evaluation of call quality in a veterinary diagnostic environment, the part-time Call Quality Analyst will oversee call monitoring processes, analyze call data for quality improvements, and collaborate with call center management to enhance customer service outcomes.
Key responsibilities
- Analyze incoming calls to identify quality trends and provide feedback for agent development
- Collaborate with call center managers to implement changes that improve customer experience
- Create and maintain reports and databases to track call quality metrics and training opportunities
Required qualifications
- Bachelor's Degree preferred
- Minimum of 3 years of call center experience in roles such as trainer, manager, or analyst
- Experience in the Veterinary Industry is preferred
- Management and/or supervisory experience preferred
- Advanced Microsoft Excel skills required
Complete Job Description
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