Customer Experience Quality & Insights Specialist

Customer Experience Quality & Insights Specialist

#23230

Description

The Customer Experience Quality & Insights 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.

Essential Duties and Responsibilities

Customer Experience Quality

• 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.

AI Quality Administration

• 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.

Voice of the Customer & Analytics

• Analyze VOC trends and customer feedback.
• Develop executive reporting, dashboards, and Weekly Business Review (WBR) insights.
• Identify operational trends and recommend continuous improvements.

Survey Administration

• Configure and maintain customer survey platforms.
• Validate survey logic and deployments.
• Support survey enhancements and governance.

Governance & Compliance

• Lead enterprise calibration sessions.
• Perform PCI reviews and deletion requests.
• Support quality governance and regulatory compliance.

Operational Partnership

• Partner with Operations, Product, Technology, and vendors.
• Support partner calls, project meetings, and enterprise initiatives.
• Communicate quality and VOC findings to leadership.

Additional Responsibilities

• Maintain quality documentation and reporting.
• Support recognition reporting and internal communications.
• Complete ad hoc projects and additional duties as assigned.

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 skills.

Preferred Qualifications

• 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.

Core Competencies

• Customer Experience
• AI Quality Evaluation
• Voice of the Customer
• Business Analytics
• Quality Governance
• Cross-functional Collaboration
• Communication
• Critical Thinking
• Project Management

Performance Measures

Success is measured through AI evaluation accuracy, calibration consistency, quality governance, VOC insights, survey platform reliability, reporting quality, stakeholder satisfaction, continuous improvement initiatives, and contribution to customer experience outcomes.

The expected hourly pay range for this position is $25.00 to $28.00 per hour . Actual compensation will be determined based on experience, skills, internal equity, and other factors permitted by law.

To support our commitment to being an employer of choice, we offer comprehensive and competitive health, wellness, and additional benefits to eligible full-time team members. Benefit eligibility may vary based on location, average hours worked, and length of service.

Benefits may include*:

• 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, where applicable

*Exact benefit terms, conditions, and eligibility requirements are governed by official plan documents and applicable law. The Company reserves the right to modify, amend, or terminate benefit plans and programs at any time.

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