AI-Driven CX Quality & Insights Specialist

Personalization Mall; Jericho (NY); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

Health benefits

401(k)

Paid time off

Employee discount

Merit-based increases

Job summary

1-800-FLOWERS.COM, INC seeks a Customer Experience Quality & Insights Specialist in Jericho, NY to evaluate customer interactions across AI-driven and human quality programs. You will partner with Operations, Product, Technology, and external partners to ensure VOC insights and AI models drive improvements.

Responsibilities include AI-assisted evaluations, quality governance, VOC trend analysis, and executive dashboard reporting. Strong communication and analytical skills are essential.

Qualifications

• Associate degree or equivalent combination of education and experience.
• Two or more years of experience in Customer Experience, Contact Center Operations, Quality Assurance, Business 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 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, Audit the Auditor reviews, and escalation investigations.
• Provide coaching recommendations based on quality findings and customer trends.

Skills

Customer Experience

Quality Assurance

Data Analysis

Microsoft Office 365

Communication skills

Education

Associate degree

Tools

Sprinklr

Microsoft Dynamics

Qualtrics

Decagon

Job description

1-800-FLOWERS.COM, INC seeks a Customer Experience Quality & Insights Specialist in Jericho, NY to evaluate customer interactions across AI-driven and human quality programs. You will partner with Operations, Product, Technology, and external partners to ensure VOC insights and AI models drive improvements.

Responsibilities include AI-assisted evaluations, quality governance, VOC trend analysis, and executive dashboard reporting. Strong communication and analytical skills are essential.