Customer Experience Quality Specialist

1-800-FLOWERS.COM, INC. • Jericho, NY

9d • $25 - $28

About The Position

The Customer Experience Quality Specialist is responsible for evaluating, improving, and governing the customer experience through artificial intelligence (AI), human quality evaluations, Voice of the Customer (VOC) insights, operational analytics, and quality governance. The role partners with Operations, Product, Technology, Digital, and external business partners to ensure customer interactions, AI models, survey platforms, and quality programs accurately measure and continuously improve the customer experience.

Requirements

• Associate degree or equivalent combination of education and experience.
• Two or more years of experience in Customer Experience, Contact Center Operations, Quality Assurance, Business Analytics, or related field.
• Excellent written and verbal communication skills.
• Strong analytical, organizational, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Advanced Microsoft Office 365 and Google Workspace skills.

Nice To Haves

• Experience with AI quality evaluation platforms.
• Experience with Sprinklr, Microsoft Dynamics, Qualtrics, Decagon, or similar CX technologies.
• Experience with Voice of the Customer programs and survey administration.
• Experience facilitating calibrations and interpreting operational metrics.

Responsibilities

• Evaluate customer interactions using AI-assisted and manual methodologies across voice, chat, messaging, and digital channels.
• Validate AI-generated evaluations for consistency and scoring accuracy.
• Perform spot checks, audit disputes, Audit the Auditor reviews, and escalation investigations.
• Provide coaching recommendations based on quality findings and customer trends.
• Configure, maintain, and optimize Quality Evaluation AI (QEA).
• Monitor AI system performance and identify improvement opportunities.
• Validate prompts, scoring logic, and AI performance.
• Partner with vendors on enhancements and issue resolution.
• Analyze VOC trends and customer feedback.
• Develop executive reporting, dashboards, and Weekly Business Review (WBR) insights.
• Identify operational trends and recommend continuous improvements.
• Configure and maintain customer survey platforms.
• Validate survey logic and deployments.
• Support survey enhancements and governance.
• Lead enterprise calibration sessions.
• Maintain evaluation consistency across partners.
• Perform PCI reviews and deletion requests.
• Support quality governance and regulatory compliance.
• Partner with Operations, Product, Technology, and vendors.
• Support partner calls, project meetings, and enterprise initiatives.
• Communicate quality and VOC findings to leadership.
• Maintain quality documentation and reporting.
• Support recognition reporting and internal communications.
• Complete ad hoc projects and additional duties as assigned.

Benefits

• Medical, dental, vision, life, and disability insurance for the associate and eligible dependents
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• 401(k) retirement savings program
• Mental health resources and Employee Assistance Program (EAP)
• Paid vacation time (accrued based on hours worked and tenure)
• Paid company holidays
• Employee discount across our family of brands
• Potential eligibility for annual merit-based compensation increases

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree