QA Analyst - Customer Service

Title: QA Analyst - Customer Service

Location: Coraopolis United States

Job Description:

At DICK'S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams. We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.

If you are ready to make a difference as part of the world's greatest sports team, apply to join our team today!

OVERVIEW:

This is a full-time hybrid role located at our corporate office (remote four days a week - in the office one day a week).

Job Duties & Responsibilities

Call & Chat Auditing

Responsible for completing a required number of quality evaluations of teammate (agent) performance for Athlete Engagement (Customer Service). Verify that customer service practices comply with regulatory requirements and internal policies. Conduct routine audits on the varying types of customer interactions to assess adherence to policy and procedure. Utilize Quality Assurance (QA) and customer service software platforms such as Medallia Agent Connect, Five9, LivePerson and Level.AI to collect, analyze, and interpret data on customer interactions to identify performance trends and areas of opportunity. Deliver constructive feedback to supervisors based on the quality evaluations of their teammates. Support one-on-one coaching sessions with teammates to help improve performance and achieve quality targets and metrics. Generate actionable insights, identify knowledge gaps and share feedback directly with Athlete Engagement Learning & Development team to recommend enhancements to service quality. Provide specific feedback to the operations team regarding areas of opportunity to address identified behaviors that do not comply with our standard operating procedures.

Analyze Performance Metrics

Establish and refine quality metrics and evaluation criteria that align with the company and department goals as well as athlete expectations. Continuously update and improve the QA frameworks based on evolving standards and athlete feedback. Prepare comprehensive reports on quality performance, highlighting key metrics, strengths, and areas needing improvement. Present findings to Sr. Leadership and key stakeholders (operations, training, and vendor partners) that includes actionable recommendations. Participate in cross-functional meetings to discuss quality improvement initiatives and review overall performance across the Athlete Engagement team. Partnering with internal and external teams, this role will organize and execute QA calibrations by scheduling meetings with Supervisory teams to review calls and chats to identify knowledge gaps and best practices.

Actionable Insights

Work with training and management teams to develop and update training materials and processes based on QA findings. Review athlete feedback and satisfaction surveys to identify recurring issues and opportunities for improvement. Integrate customer insights into the QA process. Address any compliance issues and work with relevant teams to implement any necessary performance management. Ensure that our QA processes align with our vision and reflects our commitment to delivering outstanding value to the athletes we serve.

QUALIFICATIONS:

• Bachelor's Degree Education (preferred), Communication, Business or related field

• 3-5 years experience in Retail / Customer Service, Contact Center Operations, previous QA role

• Microsoft PowerPoint, Word, Excel

• CRM or Order Management Tools

• TEAMS Virtual Training platform

• Learning Management Software/ Workday

• Proficiency with QA tools and software (Call Monitoring / Speech Analytics tools)

• Telephone (Five9) and chat platforms (LivePerson)

• As necessary, responsible for handling agent-level calls/chats to maintain personal knowledge and understanding of role

• Excellent verbal and written communication

• Self-motivated; results driven.

• Flexible and adapts well to change

• Problem solver and critical thinking skills

Excellent attention to detail and ability to identify patterns and trends

#LI-SL1