improve the customer experience by executing the quality assurance process (review and feedback for our agents) that helps agents understand and deliver an experience our customers recommend. This role will provide insights to their leader on gaps in design and gaps from the design experience. Focus is on high complexity, non-routine and escalated contacts. Quality Specialists exist both in the field (work remotely) and on a team at the corporate campus to resolve customer escalations through inbound/outbound contact analysis, case review, back office process review and partner evaluations review.
Key Responsibilities
Quality Evaluation Support
Provides consistent evaluations for the internal Best Buy Enterprise Customer Care Agents and targeted quality evaluations of partner Agents.
Filters data, detects themes, and provides feedback to relevant Leadership to enhance the customer experience (drive NPS), improve Agent efficiency, and evaluate tools accuracy.
Works with relevant Leadership and business partners to create transparency, measure effectiveness, reduce performance gaps and drive growth in support of all lines of business.
Using the methodology, provides helpful feedback on the program design and execution of the program design through a weekly business performance report. Shares feedback and coaching suggestions to ensure methodology stays relevant.
Leads Calibration Calls
Prepares and leads universal calibration calls with all partners to ensure the accuracy of agent behavior execution through the alignment in consistent evaluation scoring.
Drives discussion and best practice sharing between partners.
Provides weekly follow up to the partners on calibrated contacts. Each week each partner is provided with their unaligned behaviors and the trending gap(s) of their assessment the individual behaviors.
Supports internal and external partners with relevant escalation needs to the line of business Experience Manager.
Meets with the line of business Experience Manager to align on any program changes to evaluate for which could affect the customer experience and share back the findings in the following meeting.
Evaluates partner evaluations to determine and share trends on their accuracy of the form completion and behaviors analysis.
Support line of business projects as subject matter experts by bringing specialized knowledge to drive process improvements and growth
Basic Skills
3 years of experience in Customer Service AND 6 months of Quality experience role (phone, chat, email or social). Proven ability to influence without authority and lead difficult conversations
Demonstrated ability to contribute significantly to process improvement and insights
Demonstrated the ability to identify trends across teams, sites, lines of business and channels.
Strong written and verbal communication skills
Strong problem-solving skills
Proven ability to focus and multitask in a fast-paced environment with minimal supervision
Proficiency with Microsoft Office applications
Can reside in any US state excluding- Alaska, California, Washington, and Puerto Rico
Must be 18 or Older
Must provide a quiet, distraction-free work environment
Must provide a reliable high-speed internet connection with a consistent 3Mbps/down and 1.5Mbps/up
Preferred Skills
6 months of experience working with client feedback and root causing operational opportunities
6 months of experience working with external (3rd party) partners solving customer issues
Employer job 
90 Day Old Job 
