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Quality Coordinator II-1

1 month ago

Other US Location Columbia Sportswear Company Full time

OUTGROWN YOUR OWN BACKYARD? COME PLAY IN OURS.

At Columbia, we're as passionate about the outdoors as you are. And while our gear is available worldwide, we're proud to be based in the Pacific Northwest, where natural wonders are our playground.

Every product we make and every task we undertake is inspired by the famous words of our founder Gert Boyle: "It's perfect. Now make it better." As pioneers of relentless improvement, we are constantly evolving.

We believe the outdoors is ours to protect and strive to keep our planet healthy. We believe in empowering people to experience the outdoors to the fullest. And we believe in you.

ABOUT THE POSITION

The Customer Care team is known for the relentless improvement of the customer experience-always striving for a better, faster, easier and memorable experience. The customer is at the center of everything we do.

The Quality Coordinator II role will analyze and evaluate data, follow quality assurance standards and processes. Provide recommendations to evolve and deliver best in class customer experience within our local and global contact centers. Responsibilities include identifying areas of opportunity for team and individual performances, assisting in the coaching and calibration process with leadership, and reviewing both agent and customer feedback to identify improvement initiatives. Develop agent conversation tools to deliver on memorable customer experiences.

HOW YOU'LL MAKE A DIFFERENCE

  • Evaluates chat, phone, and email conversations, providing recommendations on how to leverage different evaluation methods to improve performance.
  • Analyzes contact center performance metrics to identify process and conversation opportunities. Assists with project initiatives to adjust process and recommend improvements within Customer Care.
  • Provides constructive and detailed feedback to support leaders with the coaching and development of their teams. Assists leaders in coaching their teams as requested.
  • Actively participates in the quality review calibration process for multiple contact center locations.
  • Builds and maintains conversation tools such as macros and smart responses to deliver a memorable customer experience and improve Customer Care productivity.
  • Reviews, quantifies, and qualifies the feedback from both customers and contact center agents to identify areas of improvement.
  • Develop reporting to identify wins, trends and opportunities regarding agent performance.
  • Performs other duties as assigned.

YOU ARE

  • Professional, discrete with strong work ethic.
  • Detail oriented with a high level of accuracy when completing work.
  • Objective with evaluation and analysis, focusing on facts and data.
  • Strong oral and written communication skills.
  • Critical thinker and problem solver.
  • Productive, timely and organized.
  • Able to work independently and collaboratively to meet goals and metrics.
  • Organized, able to successfully prioritize work, logically develop work plans, troubleshoot, solve problems, and make logical decisions.
  • Able to work effectively under pressure.
  • Inclusive, skilled in building relationships and trust with all stakeholders.
  • Proficient in Microsoft Office applications including creating reporting, analysis and presentations.

YOU HAVE

  • High School Diploma or equivalent experience.
  • 2 years of professional experience.
  • Experience with Microsoft Office applications: Excel, Word, PowerPoint, and Outlook, Teams and SharePoint.
  • Outstanding customer service skills and demonstrated experience, strong interpersonal and public speaking skills.
  • Excellent decision-making and problem-solving skills.
  • Basic knowledge of research methodologies which includes analysis of call and chat recordings.
  • Courses or certifications in CX or data analysis or Contact Center Quality experience is preferred.
  • Previous Quality Assurance Contact Center experience a plus.
  • Other languages spoken a plus.

To learn more about our hiring process during COVID-19, click here

#LI-CS1

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.

Columbia Sportswear is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The Know Your Rights poster is available here: The pay transparency policy is available here: Columbia Sportswear is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please notify your recruiter.

At Columbia Sportswear Company, we're proud to offer regular full-time employees a benefits package that includes a variety of services and products to help make your life and work more rewarding. Our benefit programs contribute to overall employee well-being by aligning those programs with the fundamental elements of well-being: physical, social/emotional, financial, career and community. Benefits that can protect your family's financial future and help you save money through our 401k plan plus a generous company match. Columbia offers medical, dental, vision, life Insurance, disability, flexible spending accounts, health savings account, and an assortment of voluntary benefit offerings (accident, critical illness, hospital indemnity, and legal services). In addition, Columbia offers EAP + which is free and confidential 24/7/365 counseling services. We have extensive wellness benefits, employee discounts and a generous time off program available.

If you need an accommodation/adjustment to successfully complete and submit your application, please reach out to with the Subject: Applicant Assistance Requested.