Quality Assurance Specialist II

2 weeks ago

Portland, Oregon, United States Columbia Sportswear Full time

JOIN OUR TEAM AT COLUMBIA SPORTSWEAR

At Columbia, we are deeply committed to the outdoors, just like you. Our products are available globally, but we take pride in our roots in the Pacific Northwest, where nature inspires us.

ABOUT THE ROLE

The Customer Care team is dedicated to enhancing the customer experience, consistently aiming for improvement and excellence. The Quality Coordinator II position involves assessing and interpreting data, adhering to quality assurance protocols, and providing insights to enhance the customer experience across our contact centers.

Key Responsibilities:

  • Identify opportunities for team and individual performance enhancement.
  • Support coaching and calibration processes in collaboration with leadership.
  • Review feedback from agents and customers to pinpoint areas for improvement.
  • Develop tools to facilitate agent conversations that lead to exceptional customer experiences.

HOW YOU'LL CONTRIBUTE:

  • Evaluate various communication channels (chat, phone, email) and provide actionable recommendations.
  • Analyze performance metrics to uncover process and conversation improvement opportunities.
  • Assist in project initiatives aimed at refining processes within Customer Care.
  • Deliver constructive feedback to support leaders in developing their teams.
  • Participate actively in quality review calibration across multiple contact center locations.
  • Create and maintain conversation tools, such as macros and smart responses, to enhance customer interactions.
  • Analyze and quantify feedback from customers and agents to identify improvement areas.
  • Generate reports to highlight successes, trends, and opportunities regarding agent performance.
  • Perform additional duties as assigned.

YOUR PROFILE:

  • Professional demeanor with a strong work ethic.
  • Detail-oriented with a commitment to accuracy.
  • Objective in evaluations, focusing on data-driven insights.
  • Excellent communication skills, both oral and written.
  • Strong analytical and problem-solving abilities.
  • Organized and able to prioritize effectively.
  • Able to work independently and collaboratively to achieve goals.
  • Proficient in Microsoft Office applications, including reporting and analysis tools.

QUALIFICATIONS:

  • High School Diploma or equivalent experience.
  • Minimum of 2 years of relevant professional experience.
  • Experience with Microsoft Office applications: Excel, Word, PowerPoint, Outlook, Teams, and SharePoint.
  • Demonstrated customer service skills and strong interpersonal abilities.
  • Basic understanding of research methodologies, including call and chat analysis.
  • Preferred: Courses or certifications in Customer Experience (CX) or data analysis.
  • Previous experience in Quality Assurance within a contact center is a plus.
  • Additional language skills are advantageous.

OUR COMMITMENT:

Columbia Sportswear is an equal opportunity employer. We welcome applicants from diverse backgrounds and evaluate qualified candidates without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

We are dedicated to providing reasonable accommodations to individuals with disabilities throughout the employment process.

BENEFITS:

We offer a comprehensive benefits package that supports the well-being of our employees, including medical, dental, vision, life insurance, and a robust 401k plan with company matching. Additional benefits include flexible spending accounts, health savings accounts, and various voluntary offerings.

Join us at Columbia Sportswear, where we strive to make your work and life more rewarding

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