Manager of Quality

The key focus of the Manager of Quality will be to support the 1800FLOWERS brand promise of Excellence Plus by providing tactical and strategic direction for all Quality-related functions and initiatives under a Shared Services environment. Responsible for streamlining efforts to support cross functional skills while leveraging best practices and cross-trained personnel. Will oversee and manage a full-time staff of 4-8 employees and work closely with BPOs that support the business during peak and non-peak timeframes.

This individual stands out as a leader, Brand ambassador, and can drive change through collaborative and innovative efforts. Possesses a positive attitude and demeanor, the ability to lead effectively, and motivate a diverse group of employees to drive change and maximize individual skillsets. Support, enhance and maintain the call quality monitoring process, various performance channels, related systems, and the overall success of all customer interaction improvement programs, while leveraging the latest technology and process innovations.

Support the Director of Performance and Quality with implementation of 1800FLOWERS branded call intake interaction processes that includes a quality certification of BPO staff, monitoring, coaching and mentoring processes for all quality team members. The Manager of Quality will spearhead all coaching and development focus and strategies for all 1800Flowers employees and Partners to deliver Excellence Plus Service in all Key Performance Metrics and Customer Satisfaction (CSAT).

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Duties and responsibilities of the Manager of Quality include but are not limited to the following:

• Administrate, support and maintain company’s quality monitoring and improvement program that provides business insights into how 1800FLOWERS team members are performing and what our customers are truly experiencing when they interact with 1800FLOWERS.
• Support technology to streamline the interaction process and target areas of improvement in processes that most impact the customer experience across Shared Service Brands.
• Work closely with Operations Management teams to maintain consistent quality monitoring and improvement practices to ensure that all Partner team members consistently support the 1800FLOWERS brand promise in all interactions, with customers and team members, and provide the highest performance standards.
• Support 1800FLOWERS's customer experience strategy and initiatives that drive a customer-centric culture in the Service Center.
• Support, reinforce and incorporate internal practices to support an “above and beyond” ideology and efforts across all quality channels and Shared Service Brands.
• Support, document and maintain quality policies, procedures, monitoring forms, and standard operating procedures to ensure they are up-to-date, interaction standards are clearly measureable, and to ensure consistency in practices
• Be knowledgeable and hands-on with all facets of customer-centric calibrations, touchpoints, listening parties, and consistently deliver structured feedback and maintain compliance. Identify, create and incorporate various creative and effective coaching techniques for agents, Partners and internal Quality Team members.
• Closely manage and develop Quality team member’s skillset and knowledge
• Collaborate with and build solid relationships across functional divisions, Corporate Divisions, BPO Partners and with key external stakeholders
• Collaborate with the Manager of Training and Design & Brand to develop innovative quality training programs and modules, focused on interaction improvement that supports quality findings and areas of opportunity, to enhance performance and the customer experience.
• Demonstrate an advanced ability to analyze customer and call data via excel reports, the Quality Management tool (Genesys), and our Customer Satisfaction Platform (Qualtrics), to conduct root cause analysis and accurately dictate quality, compliance areas of opportunity, audit focus, and customer sentiment.
• Effectively utilize the Qualtrics Platform and Text IQ functionality to share “Voice of the Customer” trends, while providing the team with highlights and areas of improvement from the customer’s vantage point
• Effectively utilize Speech/Text Analytics via Genesys to identify opportunities to improve performance
• Prepare and communicate performance data and observations to include week-over-week trends, key metrics, select compliance, etc… for all partners and enterprise.
• Manage weekly audit count expectations for all BPO Partners while accounting for revisions and the integrity of the data to accurately represent all respective workloads
• Demonstrate virtual and cross functional team leadership capabilities for all Shared Services Brands during peak and non-peak seasons.
• Travel both international and domestically to BPO partners and Shared Services Brands when applicable
• Perform other duties as assigned