Quality Assurance Specialist-1 Jobs

Job Details

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Who We Are:

Saks is a world-renowned luxury e-commerce destination. The company’s unique approach combines a focus on the digital customer experience with a strong connection to a network of extraordinary stores that extends that seamless experience into the real world.

On its website and app, Saks offers an unparalleled selection of curated merchandise across fashion for women and men, beauty, jewelry, home décor and more. In addition to the shopping experience, customers come to Saks for inspiring editorial content, access to digital stylists, lifestyle experiences and other world-class services. The company is currently in the midst of a dramatic expansion, driven by significant enhancements to its platforms and offerings, with the goal of becoming the preeminent destination for luxury internationally.

Role Summary:

The Quality Specialist will be at the center of supporting Saks Fifth Avenue and our number one priority of ensuring our clients receive excellent customer experience with every interaction. Every customer interaction should meet our high standards of customer service and the quality program is the key to pushing the boundaries of what our customer service could be achieving. The team member in this position will need to be able to think outside the box, be excited to solve problems, find patterns in data, and coach others to succeed. Saks is here to not only make sure our agents are meeting the basic requirements but find ways to help them exceed expectations for our customers through their own unique strengths.

The Quality Specialist is an integral part in supporting our quality program to drive excellence in our customer experience. This team member will engage in constant data analysis to bring individual, team and program wide feedback and recommendations that will build a consistent top tier customer support experience. They will collaborate on their team to develop new ways to monitor performance and present this data to drive action and motivate agents to always improve. By finding ways to identify strengths, weaknesses, and areas of opportunities consistently for the whole program and each individual, we can become better at tailoring our agents and team experiences with Saks allowing them to succeed with us.

As a Quality Specialist, you will be offered an amazing opportunity of being part of a team tasked with enhancing the legacy style and service that has made Saks Fifth Avenue the number one luxury retailer.

Key Qualifications:

• Proven track record of analytical skills.
• Call Center experience is strongly preferred but not required.
• Great people skills and ability to communicate (positive and negative) feedback.
• Can embrace diverse backgrounds, ideas and experiences to put inclusion globally at the heart of learning experiences.
• Experience in supporting large change management projects, preferably focused on policy and procedure changes.
• Experience in data visualization and an understanding of business metrics and KPIs.
• Problem-solving capabilities to create meaningful strategies and improvements.
• Bachelor's degree, commensurate experience, or certifications in quality management or customer experience.

Role Description:

Day to Day tasks - 50%

• Help agents improve their performance with specific instructions and consistent feedback and follow up on corrective actions working with BPO Leaders, BPO QA Teams, and Vendor Managers.
• Identify potential root causes for low or high scoring interactions, utilize this data for recommendations.
• Communicate potential learning and knowledge opportunities and collaborate with training team members to find the right ways to communicate/train.
• Help develop and maintain contact center quality standards.
• Review customer service agents’ conversations (calls, emails, chat, etc) including but not limited to our Tier 1, Tier 2, back office, risk management, and other specialized teams.
• Participate in calibration sessions to maintain consistency in evaluations.
• Find ways to automate monitoring flags for agent or team performance.
• Help develop and monitor an issues/mistake tracker for feedback outside of quality scoring.
• Help develop and execute our quality program, including but not limited to calibration sessions, weekly readouts, on-boarding new hire expectations, etc...

Helping Strategic Vision - 30%

• Stay updated on QA Industry trends, protocols, new solutions, technologies, and skills. Have an open mind for AI and how it could be used to support QA and customer support organizations.
• Collaborate with fellow quality team members to find new and exciting ways to motivate agents to exceed expectations on the quality of our customer service.
• Collaborate with fellow quality team members to establish a model to identify strengths and weaknesses of agents that will drive personalized training and development experiences for them.
• Analyze customer service metrics along with quality program finding to hypothesize how the individual’s or team’s performance affects our KPIs.
• Be willing to step in on one off projects and tasks assigned by your manager that will support the overall health Development and Change team initatives.

Admin & Analysis - 20%

• Help develop a team and agent tracker to support following up with vendor management teams of at risk agents and high performing agents for more skilled roles.
• Help establish a cadence for review of the quality standards and recommend improvements.
• Report support team’s performance regularly to fellow teams in the Customer Experience and Servicing organization.
• Monitor customer service performance on the agent and team levels.

Your Life and Career at Saks:

• Benefits package for all eligible full-time employees (including medical, vision and dental).
• A culture that promotes a healthy, fulfilling work/life balance
• An amazing employee discount
• Exposure to rewarding career advancement opportunities, from retail to supply chain, to digital and corporate.

Thank you for your interest in Saks. We look forward to reviewing your application.

Saks provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Saks complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Saks welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.

Saks.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

• The above expected salary range may have some variability based upon factors including, but not limited to, a candidate’s overall experience, qualifications, and geographic location. If you are interested in the role, we encourage you to apply and, if selected to move forward in the interview process, you will have a chance to speak with our recruitment team regarding your specific salary expectations.