Veterinary Client Experience & Call Quality Specialist
New
United StatesFull-TimeMiddle
Salary45,760 - 49,920 USD per year
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Job Details
- Experience
- 2+ years
- Required Skills
- Data AnalysisMicrosoft OfficeCoaching
Requirements
- 2+ years of experience in veterinary customer service, veterinary reception, veterinary operations, or client communications
- Previous experience in call quality assurance, call monitoring, customer service coaching, or client experience evaluation
- Strong listening, communication analysis, and interpersonal skills
- Excellent written communication and documentation abilities
- High attention to detail with strong organizational and time management skills
- Ability to manage multiple hospitals, priorities, and reporting workflows simultaneously
- Proficiency with Microsoft Office, including Excel and Word
- Experience using Weave communication software (preferred)
- Familiarity with Patient Prism or similar call analytics platforms (preferred)
- Background in veterinary front desk operations, veterinary call centers, or multi-location support environments (preferred)
Responsibilities
- Review and evaluate recorded inbound and outbound veterinary client calls across assigned hospitals
- Assess customer service quality, professionalism, empathy, and communication effectiveness
- Monitor AI Virtual Assistant interactions for accuracy, client experience quality, and successful call routing
- Evaluate appointment booking conversion and identify missed scheduling opportunities
- Score calls using standardized quality assurance guidelines and service standards
- Identify coaching opportunities related to client communication, scheduling, and de-escalation techniques
- Prepare weekly and monthly call quality reports and customer service scorecards
- Partner with hospital leaders and CSR teams to improve client communication standards
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