AI-Driven Customer Experience Quality Specialist

800flowerscareers; Medford (OR); On-site; USD 34,000 - 39,000; Full time

Job summary

800flowerscareers is seeking a Customer Experience Quality Specialist to evaluate and govern the customer experience using AI and human quality evaluations. You will partner with Operations, Product, Technology, and external partners to ensure AI models and surveys accurately measure and improve interactions.

Responsibilities include AI quality administration, VOC analytics, survey governance, and cross-functional collaboration to drive continuous improvement and quality governance across

Qualifications

• Associate degree or equivalent combination of education and experience.
• 2+ years in Customer Experience, Contact Center Ops, Quality Assurance, Analytics, or related field.
• Excellent written and verbal communication skills.
• Strong analytical, organizational, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Advanced Microsoft Office 365 and Google Workspace skills.

Responsibilities

• Evaluate customer interactions using AI-assisted and manual methodologies across voice, chat, messaging, and digital channels.
• Validate AI-generated evaluations for consistency and scoring accuracy.
• Perform spot checks, audit disputes, the Auditor reviews, and escalation investigations.
• Provide coaching recommendations based on quality findings and customer trends.
• Configure, maintain, and optimize Quality Evaluation AI (QEA).
• Monitor AI system performance and identify improvement opportunities.
• Analyze VOC trends and customer feedback.
• Develop executive reporting, dashboards, and WBR insights.
• Configure and maintain customer survey platforms.
• Validate survey logic and deployments.
• Lead enterprise calibration sessions and maintain evaluation consistency.
• Communicate quality and VOC findings to leadership.

Skills

Customer Experience

Quality Assurance

Data Analytics

Communication

Problem Solving

Project Management

MS Office & Google Workspace

Education

Associate degree or equivalent

Tools

AI quality platforms

Sprinklr

Microsoft Dynamics

Qualtrics

Decagon

Job description

800flowerscareers is seeking a Customer Experience Quality Specialist to evaluate and govern the customer experience using AI and human quality evaluations. You will partner with Operations, Product, Technology, and external partners to ensure AI models and surveys accurately measure and improve interactions.

Responsibilities include AI quality administration, VOC analytics, survey governance, and cross-functional collaboration to drive continuous improvement and quality governance across