Call Quality Analyst

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