Guest Services Quality Specialist

4 weeks ago

Bolingbrook, United States Ulta Full time
**Guest Services Quality Specialist**CAROUSEL_PARAGRAPH* Bolingbrook, Illinois* E-Commerce & Digital* Full Time* 174139** Share Job**** Job Description****OVERVIEW****Discover** the possibilities of our progressive, omnichannel approach to beauty retail. At Ulta Beauty, our E-Commerce and Digital associates sit at the cutting edge of our efforts to reimagine the future of retail. Through a full suite of new and emerging technologies, this team is creating an enhanced buying experience for guests who crave simplicity, choice, personal insights and the joy of discovery. With greater interactivity. Inspired applications of big data, AI and UI/UX. And creative that persuades and delights. All of this, with the opportunity to experience **smart ideas come to life**.At Ulta Beauty, were forever imagining. Forever striving. Forever investing in next-genwith deep and rich opportunities for ongoing learning, growth and advancement. We encourage you to take control of your career and set your own ceiling. For curious and big-picture thinkers who can flex to the need and who want to stretch themselves through courage and conviction, Ulta Beauty provides an environment perfectly suited to your ambitions. Lets build brilliant together.**THE IMPACT YOU CAN HAVE:**The Quality Specialist will support the Guest Services Quality & Training Associate Manager and will be responsible for managing Ulta Beautys Quality program, identifying trends in the guest and Specialist experience and ensuring that processes are followed to appropriate levels of success. The expected result is a higher guest and Specialist satisfaction rate, and a consistency in operational processes within our 3rd party contact centers. They will measure content effectiveness from quality scores and guest satisfaction scores. This role will also be critical in making recommendations to the Guest Services Quality & Training Associate Manager regarding policy changes and urgent program updates for deployment.**YOULL ACCOMPLISH ALL THIS BY:*** Lead Ulta Beautys contact center vendor partners and in-house Social Media team in bi-weekly and as-needed calibration sessions as the Gauge Score Calibration with a +/- 5% accuracy target.* Audit contact center quality associates to assess the accuracy of contact center quality teams by auditing completed quality scores.* Maintain familiarity with scoring practices through weekly quality scoring for each contact channel; phone, email, chat, text, social media, and Advocate escalations.* Prepare reports on quality calibration performance and quality program initiatives at a program and a Specialist level with main KPIs of Customer Critical, Compliance Critical, Business Critical and Escalation Accuracy Error Rates.* Maintain and report on the database of error feedback and coaching compliance for our 3rd party contact centers. Escalate sensitive and urgent issues as necessary.* Maintain a database of call recordings and contact examples for Training and Voice of Customer monitoring sessions.* Drive Customer Satisfaction improvements by auditing services processes, reviewing contact inquiries and results from guest satisfaction surveys.* Contribute to and own areas of Guest Services recognition and Surprise & Delight initiatives by highlighting relevant contacts during the auditing process.* Maintain high proficiency and subject matter expertise in all Ulta Beauty Guest Services policies and processes by completing at least 2 hours per week of Specialist I & II contact resolution.* Own the Quality Assurance training within the new hire training program.* Manage the reporting for new hire and refresher training impacts.* Participate in the facilitation of contact center certification processes.* Remain fluent in Ulta Beautys processes and systems used to serve guests across all contact channels.**ESSENTIALS FOR SUCCESS:*** 3+ years of Customer Service Experience with a focus on contact center quality programs and/or training.* Familiarity with COPC approach to a Quality Program.* Familiarity with Contact Center Quality platforms i.e. Verint, Nice.* Excellent written and verbal communication skills.* Able to review and accurately interpret data to identify opportunities for improvement.* Proficient with MS Word, MS Excel, and Outlook.* Adaptability to learn a variety of software programs.* Proven ability to work effectively in a team environment, as well as independently, with minimal supervision.* Exceptional organization and multi-tasking skills to complete tasks accurately in a fast-paced and high energy environment.* Strong sense of ownership and pride in professional deliverables.* Positive attitude, detailed, team and customer oriented.WORKING CONDITIONS* Travel may be required, * Position located at Headquarters in Bolingbrook, ILDISCLAIMER The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.**ABOUT**At **Ulta Beauty** (NASDAQ: ULTA), ***the possibilities are beautiful***. Ulta Beauty is the largest North American beauty retailer and the premier beauty destination for cosmetics, fragrance, skin care products, hair care products and salon services. We bring possibilities to life through the power of beauty each and every day in our stores and online with more than 25,000 products from approximately 500 well-established and emerging beauty brands across all categories and price points, including Ulta Beautys own private label. Ulta Beauty also offers a full-service salon in every store featuringhair, skin, brow, and make-up services.*We will consider for employment all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act.*

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