Antech Diagnostics

Client Services Quality Manager

ID 2020-3921

Overview

Antech Diagnostics, the largest exclusively commercial veterinary diagnostic laboratory in the nation, is in search of a Client Services Quality Manager working out of our Lake Success, New York laboratory and reporting directly to the VP of Client Services..

 

As part of the VCA Family, which operates the largest network of freestanding, full-service animal hospitals in the nation, Antech Diagnostics delivers state of the art testing and consulting services to practicing veterinarians.  Our diagnostic spectrum of tests in the areas of chemistry, pathology, endocrinology, serology, hematology, and microbiology enhance veterinarians’ ability to detect, diagnose, evaluate and prevent disease and other conditions affecting animals.

Responsibilities

The candidate will be responsible for overseeing the customer service training and quality processes, call monitoring process and will use our call recording analytical platform to identify opportunities for efficiency and quality improvements .

  • Analyzes incoming calls to identify low quality and high quality calls using the analytical engine of the call reporting platform using key word and phrase algorithms
  • Use analytical skills to collaborate with Client Service Vice President and site managers to recommend reporting and automated improvements.
  • Collaborate with Customer Service leaders to develop and create an employee scorecard that is updated daily, to include weekly, monthly and annual results
  • Ability to coach and train one-on-one with new hires as needed that enters into the customer service department
  • Responsible for interfacing with the vendor and internal TELCO staff to maintain the call recording platform
  • Oversee monthly call management process working with site managers, ensuring agents have at least 10 calls monitored per month
  • Create and maintain databases and spreadsheets for reporting quality opportunities
  • Manage intermediate databases for queries and analysis using data from the workforce and phone system

Qualifications

  • Bachelor’s Degree preferred
  • Minimum of 3 years call center experience as a trainer, manager/supervisory, project manager, analyst or knowledge writer is required
  • Minimum of 3 years’ experience as a veterinary technician, laboratory technician or medical assistant is preferred
  • Management and/or supervisory background is preferred

We are a rapidly growing, stable company with excellent advancement opportunity. Medical, dental and vision benefits, plus 401(k) plan and employee pet health benefits available, too!

 

If you are passionate about animal healthcare, are motivated by making a difference we want to hear from you!

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