Customer Experience Quality Evaluator

Build Your Career with Ashley

Are you a customer service professional who not only thinks logically and analytically, but also displays creativity in your problem-solving? Do you want to be a part of a top-notch customer service department that works with passion and drive like no other? Then apply today to our Customer Service Team at Ashley – the World’s Largest Furniture Manufacturer and #1 furniture retailer in North America!

What Will You Do?

The Customer Experience Support Quality Evaluator is responsible for assessing and analyzing the quality of customer support provided by the Customer Experience team. This role involves evaluating interactions between customer support representatives and customers across multiple channels, including phone, email, chat, and social media. The Quality Evaluator ensures that customer service standards are met and provides feedback to improve service delivery and customer satisfaction. The Customer Experience Support Quality Evaluator is a critical component in maintaining high standards of customer service and plays a key role in driving improvements within the customer support team.

What Do You Need?

• 2- 3 Years of experience with conducting regular evaluations of customer support interactions to ensure adherence to company policies and procedures.
• 2- 3 Years of experience monitoring support interactions for compliance with quality standards, product knowledge, communication skills, and overall customer satisfaction.
• Ability to analyze quality metrics and identify patterns or trends that indicate training needs or process improvements.
• Strong continuous improvement skills to assist in the rollout of new processes and programs within Customer Experience; provides training with necessary materials.
• Ability to quickly learn subject matter, new software, and web-based environments.
• Strong advisory/partnering skills to work effectively with peers, subject matter experts, and other business partners.
• Resourceful in finding information and fact-checking.
• Strong analytical and organizational skills and the ability to identify and implement process improvement strategies.
• Demonstrates the Company’s Core and Growth Values in the performance of all job functions.

Our Core Values

• Honesty & Integrity
• Passion, Drive, Discipline
• Continuous Improvement/Operational Excellence
• Dirty Fingernail
• Growth Focused

To learn more about Ashley Furniture, our community engagement programs, environmental stewardship, and our core values, please visit our Corporate Social Responsibility information page: Corporate Social Responsibility

Ready to grow? You’ve come to the right place. Ashley Furniture has a “Growth Mindset”, and once you join our team, you’ll learn from the best in the business.

Apply today and find your home at Ashley!

Ashley values its diversity and is proud to be an equal opportunity employer. All employment decisions are made on the basis of an individual’s skills, qualifications, merit, and business need.

Job Type: Full-time

Benefits:

• Professional development assistance

Experience level:

• 2 years

Work setting:

• Call center
• In-person

Application Question(s):

• What are you targeting for annual salary?

Experience:

• Quality Evaluation: 2 years (Preferred)
• Call Center: 2 years (Preferred)

Ability to Commute:

• Tampa, FL 33605 (Required)

Ability to Relocate:

• Tampa, FL 33605: Relocate before starting work (Required)

Work Location: In person