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Job Description

Job Description

Supervisor QA and CX - A

Job ID 1175281BR Date posted 03/24/2017 Location Albuquerque, NM Location Name Western Contact Center Address 6301 Jefferson Blvd. Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0238 - Contact Center Ops Support

The 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.


Qualifications


Required Minimum Qualifications:


Bachelor’s Degree plus 1 year of retail experience OR 4 years of experience in a retail organization with progressive responsibility


1 year of experience leading a team on a complex project or program, without direct report authority


1 year of experience working on multiple projects or programs at the same time


1 year of experience gathering and analyzing business performance quality, efficiency, or effectiveness


Preferred Qualifications:


3 years of leadership experience with direct report responsibility


2 years of experience serving as a mentor or coach to peers


Bilingual



About Lowe’s


Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving more than 17 million customers a week in the United States, Canada and Mexico. With fiscal year 2015 sales of $59.1 billion, Lowe’s has more than 2,355 home improvement and hardware stores and 285,000 employees. Founded in 1946 and based in Mooresville, N.C., Lowe’s supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit Lowes.com.




Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

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