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Patterson Companies, Inc. Call Center Quality Analyst in Loveland, Colorado

Overview

The Call Center Quality Analyst monitors, analyzes and provides reporting on Inbound and Outbound customer calls to ensure excellent customer service, accuracy of answers, and compliance to guidelines and established processes of the Companion Animal National Call Centers.

Responsibilities

  • Performs remote call monitoring.

  • Evaluates and documents the accuracy of customer support transactions.

  • Promotes quality and customer engagement.

  • Develop unique suggestions for ways to tailor communications to leave the customer with a lasting positive impression.

  • Checking for order accuracy, validating that follow up calls to the customer happened as promised (including analysis thereof), and adherence to proper procedures and policies.

  • Monitoring and evaluating CSR/ISR calls, checking accuracy of transactions related to the call and then compiling evaluations to forward on to the Companion Animal Call Center Leadership team members for awareness and coaching.

  • Supporting the customer survey process.

  • Helps Customer Service Mangers mentor staff, measure performance, and complete regular performance reviews.

  • Supports employee development and assists with training opportunities as needed.

  • Perform other call center quality analyst duties as assigned.

Qualifications

Call Center Quality Analyst Minimum Qualifications

  • High School Diploma or equivalent

  • Minimum of 18 months in the Outbound/Inbound Call Center environment.

  • Companion Animal Industry Experience is a plus.

  • Excellent verbal, written and interpersonal communications skills.

  • Must be well organized, efficient, and possess good judgment.

  • Consistent positive attitude and respect for high quality standards.

  • Proven ability to collaborate with others to look for win/win opportunities.

  • Accepts accountability and works with integrity.

Preferred Call Center Quality Analyst Qualifications:

  • Associates or Bachelor's Degree or equivalent work experience

  • Quality monitoring experience at another call center

  • Skilled with Microsoft Office Tools

  • Knowledge and proficiency of SAP-CRM.

  • Experience with outbound call management and targeted outbound sales campaign management.

Travel Requirements:

  • This position requires minimal travel (10%) in a national area.

EEO Statement

Patterson Companies is a Equal Opportunity Employer:

Patterson Companies, Inc., is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Requisition ID 2019-9062

# of Openings 1

Position Category Customer Service

Company Patterson Management, LP (Vet Corporate)

Position Type Regular Full-Time

An Equal Opportunity Employer

Patterson Companies, Inc., is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

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