WFM Real Time Analyst

What This Position Is All About:

Role Summary:

The Senior Quality Specialist will be at the center of supporting Saks Fifth Avenue and our number one priority of ensuring our clients receive excellent customer experience with every interaction. Every customer interaction should meet our high standards of customer service and the quality program is the key to pushing the boundaries of what our customer service could be achieving. The team member in this position will need to be able to think outside the box, be excited to solve problems, find patterns in data, and coach others to succeed. Saks is here to not only make sure our agents are meeting the basic requirements but find ways to help them exceed expectations for our customers through their own unique strengths.

The Senior Quality Specialist is an integral part in supporting our quality program to drive excellence in our customer experience. This team member will engage in constant data analysis to bring individual, team and program wide feedback and recommendations that will build a consistent top tier customer support experience. They will collaborate on their team to develop new ways to monitor performance and present this data to drive action and motivate agents to always improve. By finding ways to identify strengths, weaknesses, and areas of opportunities consistently for the whole program and each individual, we can become better at tailoring our agents and team experiences with Saks allowing them to succeed with us.

As a Senior Quality Specialist, you will be offered an amazing opportunity of being part of a team tasked with enhancing the legacy style and service that has made Saks Fifth Avenue the number one luxury retailer.

Day to Day Taks:

• Help develop and execute our quality program, including but not limited to calibration sessions,
  weekly readouts, on-boarding new hire expectations, etc.
• Help develop and maintain contact center quality standards.
• Review customer service agents’ conversations (calls, emails, chat, etc.) including but not limited
  to our Tier 1, Tier 2, back office, risk management, and other specialized teams.
•  Help agents improve their performance with specific instructions and consistent feedback and
  follow up on corrective actions working with BPO Leaders, BPO QA Teams, and Vendor
  Managers.
• Help develop and monitor an issues/mistake tracker for feedback outside of quality scoring.
• Identify potential root causes for low or high scoring interactions, utilize this data for
  recommendations.
• Communicate potential learning and knowledge opportunities and collaborate with training team
  members to find the right ways to communicate/train.
• Participate in calibration sessions to maintain consistency in evaluations.
• Find ways to automate monitoring flags for agent or team performance.
  
  

  • Helping Strategic Vision (30% of Time):

    • Analyze customer service metrics along with quality program finding to hypothesize how the
      individual’s or team’s performance affects our KPIs.
    • Collaborate with fellow quality team members to find new and exciting ways to motivate agents to
      exceed expectations on the quality of our customer service.
    • Collaborate with fellow quality team members to establish a model to identify strengths and
      weaknesses of agents that will drive personalized training and development experiences for
      them.
    • Be willing to step in on one off projects and tasks assigned by your manager that will support the
      overall health Development and Change team initiatives.
    • Stay updated on QA Industry trends, protocols, new solutions, technologies, and skills. Have an
      open mind for AI and how it could be used to support QA and customer support organizations.

• Admin and Analysis (20% of Time):

  • Monitor customer service performance on the agent and team levels.
  • Help develop a team and agent tracker to support following up with vendor management teams of
    at risk agents and high performing agents for more skilled roles.
  • Help establish a cadence for review of the quality standards and recommend improvements.
  • Report support team’s performance regularly to fellow teams in the Customer Experience and
    Servicing organization.
    
    
    
    

How Often You May Travel:

• NA

Your Life and Career at Saks:

• Be part of a world-class team; work with an adventurous spirit; think and act like an owner-operator!
• Exposure to rewarding career advancement opportunities, from IT to Human Resources, Merchandising to Finance.
• A culture that promotes a healthy, fulfilling work/life balance

Education and Requirement:
 Proven track record of analytical skills.
 Great people skills and ability to communicate (positive and negative) feedback.
 Experience in data visualization and an understanding of business metrics and KPIs.
 Problem-solving capabilities to create meaningful strategies and improvements.
 Experience in supporting large change management projects, preferably focused on policy and
procedure changes.
 Can embrace diverse backgrounds, ideas and experiences to put inclusion globally at the heart of
learning experiences.
 Call Center experience is strongly preferred but not required.
 Bachelor's degree, commensurate experience, or certifications in quality management or
customer experience.

Thank you for your interest in Saks. We look forward to reviewing your application.