Assistant Specialist, Customer Care Experience Support - Abercrombie and Fitch Co.

Job Description 

Store Operations & Customer Care is the global support center for store associates and customers for Abercrombie & Fitch, Abercrombie Kids, Hollister, and Gilly Hicks brands worldwide. The team oversees all contact center experience and operations. The team is also responsible for communicating and training on new initiatives, providing strategic support to merchandise and omnichannel operations, dictating staffing and payroll guidance, and maintaining store technology. In addition, the team coordinates with corporate partners on opportunities and challenges in related to customer impacts and store operations. 

As an Assistant Specialist, Customer Care Experience Support, you will play a crucial role in ensuring the quality and consistency of customer interactions across various communication channels. You will be responsible for auditing and assessing Customer Care calls, chats, and emails, providing coaching and feedback to contact centers, and implementing solutions to enhance the overall customer experience. Collaborating with the Customer Care and contact center leadership teams, you will help foster a culture of quality and customer satisfaction.

This job is located at our Global Home Office in Columbus, Ohio.  

What Will You Be Doing? 

• Conduct regular audits on vendor and internal QA evaluators to ensure alignment and accuracy in evaluations.
• Perform focused audits based on current performance metrics and customer experience trends to identify service improvement opportunities.
• Meet and maintain individual performance goals including accuracy of QA evaluations and reducing evaluation variance
• Generate and communicate reports on QA performance and trends on a weekly, monthly, and quarterly basis in addition to any ad hoc reporting requests
• Participate in and lead calibrations with vendors and internal teams to measure evaluator variance, align QA standards, and evolve evaluation criteria.
• Conduct regular QA trend analysis and provide recommendations for process, policy, and communication enhancements to improve customer experience.
• Lead multiple concurrent Customer Experience improvement projects, driving measurable enhancements to service quality.
• Manage and update QA processes and standards documentation as expectations evolve.
• Develop, document, and refine evaluation standards for new Customer Care skill sets.
• Support vendor and internal QA evaluators with inquiries related to evaluations and processes.
• Act as a back-up for Escalation Tickets and User Management tasks as needed when Assistant Analysis role is out of office

What Do You Need To Bring? 

• Bachelor’s degree preferred
• Minimum of 2 years of experience in Customer Service, with at least 1 year in Customer Service Quality Assurance preferred.
• Experience in a fast-paced, multi-channel retail environment.
• Excellent communication and collaboration skills, with the ability to inspire others and build strong relationships.
• A passion for customer service and an innate curiosity to improve processes.
• Confidence in presenting to and engaging with stakeholders at all levels.
• Strong analytical skills with the ability to interpret data, identify trends, and make actionable recommendations for improvement.
• Proficiency in QA tools and reporting software preferred; experience with Inkling and EdgeTier is a plus.

Our Company 

Abercrombie & Fitch Co. (A&F Co.) is a global, digitally-led, omnichannel specialty retailer of apparel and accessories catering to kids through millennials with assortments curated for their specific lifestyle needs.  

Our Values 

Our corporate purpose of being here for you on the journey to being and becoming who you are, fuels our customer-led brands and our global associates. We lead with this purpose and always put our people first, which is evidenced by our Great Place to Work™ Certification, as well as being named a Best Place to Work for LGBTQ+ Equality by the Human Rights Campaign. In addition to equitable compensation and benefit offerings, including flexibility and competitive Paid Time Off, we offer a range of educational and engagement opportunities, including various Associate Resource Groups, volunteer opportunities and additional time off to give back to our global communities.  

What You'll Get

As an Abercrombie & Fitch Co. (A&F Co.) associate, you’ll be eligible to participate in a variety of benefit programs designed to fit you and your lifestyle. A&F is committed to providing simple, competitive, and comprehensive benefits that align with our Company’s culture and values, but most importantly – with you! We also provide competitive incentives to reward the commitment our associates have for moving our global business forward:  

• Incentive bonus program
• 401(K) savings plan with company match
• Annual companywide review process
• Flexible spending accounts
• Medical, dental, and vision insurance
• Life and disability insurance
• Associate assistance program
• Paid parental and adoption leave
• Access to fertility and adoption benefits through Carrot
• Access to mental health and wellness app, Headspace
• Paid Caregiver Leave
• Mobile Stipend
• Paid time off & one paid volunteer day per year, allowing you to give back to your community
• Work from anywhere (Mondays and Fridays are “work from anywhere” days for most roles & six work from anywhere weeks per year)
• Seven associate wellness half days per year
• Onsite fitness center
• Merchandise discount on all of our brands
• Opportunities for career advancement, we believe in promoting from within
• Access to multiple Associate Resource Groups
• Global team of people who will celebrate you for being YOU!

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER