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Customer Experience Quality Specialist

2 months ago

Austin, United States YETI Canada Limited Full time

Customer Experience Quality Specialist

At YETI, we believe that time spent outdoors matters more than ever and our gear can make that time extraordinary. When you work here, you’ll have the opportunity to create exceptional, meaningful work and problem solve with innovative team members by your side. Together, you’ll help our customers get the high-quality gear they need to make the most of their adventures. We are BUILT FOR THE WILD. As a Customer Experience Quality Specialist, you take great ownership in delivering quality interactions with customers. Because of your thorough knowledge of YETI products, systems, and processes, your responsibility is to ensure compliance with company quality standards while monitoring key performance metrics to improve interaction quality. YETI seeks an individual who is passionate in ensuring that YETI’s voice is maintained in all interactions. You strive to help our external partners and internal teams be successful and you are the voice back to YETI to ensure all teams have what they need to succeed. Responsibilities:

Perform Quality Assurance (QA) reviews of internal team and external partners and provide feedback to appropriate parties Handle customer escalations as needed and diagnose root cause of escalation Engage customers by responding to direct customer feedback to foster a culture of responsiveness and continuous improvement Assist cross-functional teams to review opportunities with workflows, content, and training documentation to continually improve the customer and agent experience Identify QA trends and areas of improvement to bring solutions to the table Qualifications and Attributes:

Bachelor’s degree required At least 2 years of customer service experience Proven experience working in a fast-paced high-volume environment High ownership and able to execute complex assignments on limited direction Excellent written and verbal communication Proficiency with Microsoft Office, CRM tools, social monitoring tools Ability to analyze, evaluate and effectively communicate project performance Strong organizational skills and attention to detail Ability to communicate observations, performance, and concerns to upper-level management Experience working cross-functionally within matrixed organizations Ability to work within a highly dynamic organization Ability to influence without authority

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