Company Description
Bed Bath & Beyond is a nationally top-ranked brand of specialty stores, offering an extensive breadth and depth of domestics merchandise and home furnishings at the right value. Our portfolio of companies includes buybuyBaby, Christmas Tree Shops and That, Harmon Face Values, and Cost Plus World Market. If you love providing world-class customer service, interacting with diversified audience of customers, and are looking for a fulfilling career with great opportunity, look no further! For 40 plus years, the ‘Yes’ mentality has satisfied our customers, fueled our remarkable growth, and made us an industry leader. We succeed because we serve exceptionally and we leave no detail untouched.
Job Description
A Quality Assurance Coordinator conducts audits of customer interaction through multiple communication channels for the purpose of ensuring that company standards are met and our company's integrity is preserved.
Qualifications
Primary Responsibilities:
- Audits calls, email and chat incidents in order to ensure accuracy.
- Provides written and verbal feedback to Quality Manager, individual floor managers/supervisors based on results.
- Conducts individual coaching sessions with CSRs.
Conducts training sessions with new hire groups.
- Facilitates calibrations with floor managers and supervisors.
- Gathers and analyzes call and incident data for the purpose of establishing performance trends.
- Works closely with our Knowledge Base and Training Departments to ensure consistency of information being communicated to the call center floor.
- Provides trend reports to assigned teams based on observations.
- Conducts Quality Assurance training with new hire classes.
Job Requirements:
- Must be able to work evening shift
- Must able to flex your schedule based on the needs of the department.
- Must be dependable, approachable and able to maintain confidential information.
- Strong written and verbal communication skills.
- Excellent grammar, spelling and sentence construction.
- Exceptional listening and analytical skills.
- Proven leadership and interpersonal skills.
- Proficient with Word, Excel and PowerPoint.
- Must be able to effectively communicate with new and existing CSRs, internal department staff and leaders.
- Must be able to work independently and be innovative enough to deliver creative solutions to various issues.
- Must remain updated on new policies and procedures as they change.
Additional Information
What we offer:
- Great Pay: We offer competitive pay with overtime opportunities to earn even more.
- Great Benefits: We offer paid training, insurance coverage, incentives, employee discounts and paid time off!
- Great Career Advancement: As our Contact Center expands, we will need to grow our leadership team!
- Great Work Environment: We are committed to providing a positive work environment:
- Extensive and ongoing training
- Casual dress attire to complement a fun, fast paced culture o Fully equipped break room with refrigerator, microwaves, TV and vending machines
- A referral bonus program for employees
- Fun perks: Holiday events, food days, give-a-ways, prizes, discounts, themed events and more! If you don’t mind working hard, and having fun while you’re at it, then we want to talk to you.