Asst Mgr, Quality Assurance Analytics, Customer Relations

About Gap Inc.

Our brands bridge the gaps we see in the world. Old Navy democratizes style to ensure everyone has access to quality fashion at every price point. Athleta unleashes the potential of every woman, regardless of body size, age or ethnicity. Banana Republic believes in sustainable luxury for all. And Gap inspires the world to bring individuality to modern, responsibly made essentials.

This simple idea—that we all deserve to belong, and on our own terms—is core to who we are as a company and how we make decisions. Our team is made up of thousands of people across the globe who take risks, think big, and do good for our customers, communities, and the planet. Ready to learn fast, create with audacity and lead boldly? Join our team.

About The Role

In this role, you will support a multi-site remote operation with responsibility for ensuring customer satisfaction globally across multiple brands and markets. You will work collaboratively to execute the quality assurance strategy and navigate and influence through the organization to get things done; own it, do it, done. This involves utilizing technology solutions and business processes to analyze and improve the customer experience, agent performance and operational efficiencies.

What You'll Do

• Build strategic partnerships across Gap Inc. to develop and execute Contact Center strategies and to share insights with other teams throughout the enterprise.
• Accountable for team performance through teaching, coaching, and providing meaningful feedback to build capabilities and to drive a culture of high performance and engagement
• Focus on building analytics capabilities that uncover business relevant, actionable insights from data, speech and text analytics to improve service outcomes and agent behaviors in partnership with department leaders
• Continuously monitor and analyze voice of the customer data to identify issues and possible areas for improvement based on customer feedback.
• Ability to drive accountability and standardized best practices and leverage support functions to optimize operational and financial performance
• Support cross-functional data governance, ensuring high standards for data quality are maintained at all times.

Who You Are

• Create with audacity through utilizing strong diagnostic skills in listening, probing, and analyzing to translate business problems into data drive solutions
• Track record of using data to investigate business problems, developing insights that support customer service objectives
• Experience leading others with ability to build and sustain culture through the collaboration with team and business partners.
• Basic knowledge of common statistical analysis methods (propensity classification, text mining, and sentiment analysis- e.g- SAS and SPSS).
• Experience working with customer service and support data types (e.g., customer survey, speech and text data, digital experience analytics, service center operational data).
• Knowledge of NICE products including the cxOne platform is preferred
• Strong computer skills with an emphasis on contact center tools (advanced MS Office Excel, PowerPoint, Call Management Systems).

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. In 2022, we were recognized by Forbes as one of the World's Best Employers and one of the Best Employers for Diversity.