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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Quality Management (QM) platform administration, including dashboard creation and maintenance, while leveraging data analytics to drive customer service improvements. Possesses strong leadership and communication skills to effectively train and collaborate with teams across various customer service functions.
Highest-signal resume keywords
Quality Management (QM) Platform AdministrationCustomer Service ExperienceData Analytics and VisualizationMicrosoft Excel and PowerPoint ProficiencyLeadership and Collaboration Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality MonitoringQuality AssuranceProcess ImprovementDashboard CreationData AnalysisCustomer Interaction EvaluationAgent Performance EvaluationSentiment AnalysisTrend IdentificationTraining Development
Soft Skills
Effective CommunicationListening SkillsIndependent WorkTime ManagementCoaching Guidance
Tools & Technologies
Microsoft ExcelMicrosoft PowerPointPower BIAI ToolsQuality Management Software
Industry Keywords
Contact CenterCustomer ExperienceVeterinary Customer ServicePerformance MetricsExecutive-Level Reporting
About the role
Key responsibilities & impact- Maintain and continuously improve a quality monitoring program across relevant contact centers
- Align and maintain quality standards and scoring across teams
- Provide QM dashboards and visual reporting for managers and agents
- Partner with Customer Experience and Technology teams to evaluate and enhance customer interactions through technology solutions
- Establish best practices and standards for categorization, sentiment, and practical insight analysis
- Administer the QM platform, including user setup, maintenance, and dashboard modifications
- Identify trends in customer contact drivers and translate findings into actions that reduce customer pain points
- Build ad hoc dashboards to communicate insights
- Calibrate call expectations with managers and establish coaching guidance
- Bring relevant Customer Care metrics into the QM platform and maintain executive-level reporting
- Provide new-hire and refresher training for agents and managers using QM dashboards
- Work with managers across Veterinary Customer Service, Field Force Customer Service, VMIPS, Dx Tech Support, Zoetis Reference Labs, Dx Customer Service, and Zoetis Petcare Rewards
Requirements
What you’ll need- Bachelor's degree required
- Minimum 3 years of customer service experience, preferably in a contact center environment
- Previous experience with a quality monitoring, quality assurance, or contact center performance program preferred
- Experience supporting process improvement initiatives and translating insights into actionable recommendations
- Ability to quickly learn and administer the Quality Management (QM) platform, including maintaining agent scoring configurations and creating or modifying dashboards
- Advanced proficiency with Microsoft Excel and PowerPoint; working knowledge of other Microsoft applications
- Practical understanding of AI tools and familiarity with analysis and visualization tools such as Power BI or similar applications preferred
- Ability to recognize and evaluate exceptional customer interactions
- Demonstrated leadership and collaboration skills
- Ability to work independently, manage competing priorities, and take ownership of deliverables
- Skilled at verbal and written communication, effective listening, and presenting complex information clearly and concisely
- Ability to identify agent performance strengths and development opportunities
- Experience using qualitative and quantitative data and analytics to enhance decision making and tactical execution
- Ability to travel as needed
- Home office setting
- All applicants must possess or obtain authorization to work in the US for Zoetis
Benefits
Comp & perks- Short-term incentive compensation eligibility
- Healthcare and insurance benefits beginning on day one
- 401K plan with a match and profit-sharing contribution from Zoetis
- 4 weeks of vacation
- Reasonable accommodations for individuals with disabilities