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Quality Improvement Coordinator II

2 months ago

Portland, Oregon, United States Columbia Sportswear Full time

Join Our Team at Columbia Sportswear

At Columbia, we share your passion for the outdoors. Our commitment to innovation and sustainability drives us to continuously enhance our products and services.

Position Overview

The Quality Coordinator II plays a crucial role in our Customer Care team, dedicated to enhancing the customer experience. This position focuses on analyzing performance data, adhering to quality assurance protocols, and providing actionable insights to elevate customer interactions across our contact centers.

Key Responsibilities

  • Assess chat, phone, and email communications, offering recommendations to optimize evaluation techniques for improved performance.
  • Analyze contact center metrics to uncover process enhancements and conversational opportunities.
  • Support project initiatives aimed at refining processes and recommending improvements within Customer Care.
  • Deliver constructive feedback to assist leaders in coaching and developing their teams.
  • Participate actively in quality review calibration across multiple contact center locations.
  • Develop and maintain conversation tools, such as macros and smart responses, to enhance customer interactions and boost productivity.
  • Review and analyze feedback from customers and agents to pinpoint areas for improvement.
  • Create reports to highlight successes, trends, and opportunities related to agent performance.
  • Perform additional duties as assigned.

Qualifications

  • High School Diploma or equivalent experience.
  • A minimum of 2 years of relevant professional experience.
  • Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, Teams, and SharePoint.
  • Exceptional customer service skills with demonstrated experience.
  • Strong decision-making and problem-solving abilities.
  • Basic understanding of research methodologies, including the analysis of call and chat recordings.
  • Preferred: Courses or certifications in Customer Experience (CX), data analysis, or Contact Center Quality.
  • Previous experience in Quality Assurance within a contact center environment is a plus.
  • Additional language skills are an advantage.

Why Columbia?

Columbia Sportswear is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our comprehensive benefits package is designed to support your overall well-being, including health, financial, and career development.

We look forward to welcoming you to our team