Grow Quality Analyst - 1-800-Flowers Family of Brands

The Quality Analyst will report to the Manager of Quality for the Enterprise and will be devoted to collaboratively assessing agent performance to meet key metrics. This is executed by reviewing and analyzing Enterprise reports, recorded calls, remote and side-by-side, and data monitoring.


* Quality Analyst audits (and is held accountable for) key metrics of the brand and Service Center including: close ratio, RPO, IPO, quality assurance scores, average order size, Quality Compliance, CSAT scores, etc.
* Audit a representative sampling of Sales and Service Specialists workload for monitoring/coaching. This sampling may include phone calls, emails, data entry, chat sessions, and other relevant samplings. Scores (calibrates) and reviews and provides agent coaching
* Audit specialty workloads as needed, ensuring clear and effective communication with all internal and external contacts
* Responsible for teaching skills needed to achieve Brand goals and ensuring compliance and effectiveness of those skills
* Maintains and identifies agent performance data, trending opportunities day over day and week over week, and provides feedback to team managers and the Quality Assurance team
* Analyzes data and identifies performance gaps (in the Brand’s process/procedure) and provides feedback to Service Center Leadership
* Informs of the agent’s receptiveness to receiving feedback to their team supervisors
* Alerts Site Leadership, IT Representative or H&D Representatives when an environmental deficiency exists (i.e. extra noises, headset quality, etc.)
* Recommends ideas and procedural changes to promote teamwork and positively impact performance metrics
* Participates in weekly/monthly calibration sessions with H&D internal and external Quality Assurance and Operations Support Teams
* Ensure that each Site is represented, and appropriately executing an Excellence Plus Customer Experience
* Ensure processes are being performed correctly, and discuss any trends and possible solutions, action plans and next steps
* Performs other duties as assigned
* Responsible for remaining updated and knowledgeable on all new policies/procedures, and effectively applying to audits and coaching strategies
* Participate in training to acquire knowledge of other brands within the Enterprise, and use that knowledge to support Enterprise Quality initiatives as needed, during peak and non-peak season
* Travel as Needed




* Associate degree or equivalent combination of education and work experience.
* Excellent written and verbal communication skills; strong interpersonal skills
* Excellent organizational skills and an aptitude for detail
* Ability to work independently and collaboratively
* Proven ability to coach/motivate a team to performance metrics
* Ability to train and motivate others.
* Familiar with Office 365, Google, Outlook, and its suite of applications
* Proficient in Microsoft Applications: Word, Excel, Outlook, and Microsoft Project.
* Ability to define problems, collect data, establish facts, and identify/analyze trends.
* Ability to handle multiple projects simultaneously and work under stringent deadlines
* Previous Service Center and Quality Assurance experience
* Travel as Needed

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled