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SalaryThe Supervisor, Quality Assurance & Customer Experience is primarily responsible for overseeing Quality Support Specialists in order to deliver on Lowe's Purpose through positive, efficient customer interactions. This position manages individual contributors responsible for performing Contact Center business evaluation to determine levels of success, opportunities, and gaps in each customer contact interaction. This is done through monitoring Specialist work, calibrating evaluations across the Specialist team, and managing team workloads. The Supervisor ensures all evaluation processes are followed correctly and efficiently, and that all necessary tools are available to the Specialists.
The Supervisor, Quality Assurance & Customer Experience is also responsible for providing program improvement recommendations to the Site Manager of Quality & Customer Experience by identifying program and performance opportunities, needs, and business solutions through Specialist findings.
The Supervisor, Quality Assurance & Customer Experience is responsible for developing and maintaining a highly engaged workforce and achieving of all measures of success as established by Quality Assurance & Customer Experience team. To accomplish this, the Supervisor, Quality Assurance & Customer Experience must have knowledge of coaching and development techniques. Additionally, the Supervisor must have knowledge of Contact Center programs, projects, processes, and tools to be able to support the Specialist team.
The Supervisor, Quality Assurance & Customer Experience works closely with the Customer Experience Analytics and Customer Success teams in Contact Center Operations Support in order to ensure business goals are achieved and customer interactions are effective and positive. As such, this individual contributes to the Lowe's brand by developing an inspired and engaged workforce that ensures a high level of service to all customers.
Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit our benefits page.
Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.
Pay Range for CA, CO, HI, NJ, NY, WA: $58,100.00 - $96,900.00 annually Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.
