Call Quality Analyst

Mars

. Support Call Center Managers and Supervisors in evaluating and scoring agent calls .

Posted 10/9/2026full-timeUnited StatesMid-LevelSenior💰 $60,000 - $79,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in call center quality assurance, utilizing advanced analytical skills to evaluate agent performance and improve customer experience. Proficient in managing call monitoring processes and developing training materials to enhance agent quality and operational efficiency.

Highest-signal resume keywords

Call Center ExperienceAdvanced Microsoft Excel SkillsNiCE CXOne ExperienceAnalytical SkillsLeadership Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Quality EvaluationCall Monitoring ProcessesCall Recording Analytical PlatformsKeyword AlgorithmsDatabase ManagementSpreadsheetsReport CreationEmployee ScorecardsTraining DevelopmentProblem-Solving

Soft Skills

Organizational SkillsCommunication SkillsActive ListeningAttention to Detail

Tools & Technologies

Call Center AI ToolsCall Monitoring ProgramsCustomer Support Knowledge Management Platform

Industry Keywords

Veterinary IndustryCall Center ManagementCustomer Experience

About the role

Key responsibilities & impact

Support Call Center Managers and Supervisors in evaluating and scoring agent calls
Oversee call quality and call monitoring processes
Use call recording analytical platforms, keyword algorithms, databases, and spreadsheets to identify quality and efficiency opportunities
Interface with IT to maintain call center monitoring technology
Review and migrate call monitoring forms to the call recording platform
Identify training and procedural opportunities based on call analysis
Collaborate with call center managers, directors, team leaders, training specialists, onboarding specialists, and technical content specialists to improve customer experience and agent quality
Document problem-call trends and areas for improvement
Create, run, and maintain weekly and monthly reports
Develop and maintain employee scorecards with weekly, monthly, and annual results
Organize and update new-hire materials
Ensure relevant content is reviewed at least every 12 months
Oversee monthly call management processes and ensure agents have at least 10 calls monitored per month
Create monthly call review synopses for team leads, managers, and directors
Provide administrative and analytical support to customer service teams
Maintain topics in the Customer Support knowledge management platform
Contribute content for annual employee reviews
Perform other duties as assigned

Requirements

What you’ll need

Minimum of 3 years call center experience as a trainer, manager/supervisory, project manager, analyst or knowledge writer is required
Bachelor’s Degree preferred
Experience in the Veterinary Industry is preferred
Management and/or supervisory background is preferred
Prior leadership experience preferred
Strong organizational, analytical, problem solving, communication, active listening, and attention-to-detail skills
Advanced Microsoft Excel skills required
Advanced NiCE CXOne Experience preferred
Ability to use and quickly implement computer and technological applications, including call center AI tools and call monitoring programs
Travel requirements could be up to 5% of the time
Ability to occasionally lift and/or move up to 15 pounds

Benefits

Comp & perks

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