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Job Description

Job Description

Quality Support Specialist - I

Job ID 1175224BR Date posted 03/24/2017 Location Indianapolis, IN Location Name Lowes CSC Indianapolis Address 6620 Network Way Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0238 - Contact Ctr Operations Supp

The Quality Support Specialistis primarily responsible for gathering, evaluating, and verifying Contact Center performance on established measures of success and key performance indicators through inspections of work product by gathering and evaluating customer interaction data. To do this, the Specialist assesses the interaction’s fulfillment of Lowe’s Purpose, the accuracy of processes and procedures, and notes recommendations for continuous improvement to better support efficient operations. This involves understanding and providing input into evaluation criteria, conducting basic analysis on individual customer contacts, identifying and reporting trends, and providing recommendations for Contact Center business programs and initiatives.



The Quality Support Specialist is also responsible for providing actionable information to Contact Center Operations Supervisors and Operations Managers.This information is the basis for frontline Contact Center Associate coaching and development.The identification, documentation, and communication of strengths and opportunities in delivering positive customer experiences is central to this work.To accomplish this, the Quality Support Specialist must have knowledge of current Operations processes, procedures, tools, and customer experience drivers (inclusive of Voice of the Customer).


The Quality Support Specialist works closely with others in the Quality Assurance and Customer Experience team to support goals and initiatives established by the Site Manager of Quality & Customer Experience in collaboration with Service and Sales Program owners, Operations, and Operations Support. This individual contributes to the Lowe’s brand by ensuring the Contact Center is able to effectively and efficiently provide high quality service and address customer needs in each contact without sacrificing Lowe’s Purpose and business objectives.


Qualifications


Required Minimum Qualifications:


2 years of Contact Center experience


2 years of experience working cross-functionally


2 years of experience providing recommendations on business processes


1 year of experience gathering and evaluating business processes


Preferred Qualifications:


Bachelor’s Degree in Business or a related field


1 year of experience serving as a mentor or coach to peers


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


Demonstrated experience participating in user acceptance testing


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 2016 sales of $65.0 billion, Lowe’s and its related businesses operate or service more than 2,375 home improvement and hardware stores and employ over 290,000 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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