AI-Powered Customer Experience Quality Specialist

Freedom Living co.; Medford, Northern (OR, KY); Hybrid; USD 34,000 - 39,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement savings program

HSA/FSA

Job summary

1-800-FLOWERS.COM, INC. is seeking a Customer Experience Quality Specialist to evaluate customer interactions, govern AI quality, and analyze VOC insights.

The role partners with Operations, Product, Technology, and external partners to ensure accurate measurement and continuous improvement of the customer experience. Responsibilities include configuring AI quality systems, monitoring performance, leading governance, and delivering executive dashboards.

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 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, Audit the Auditor reviews, and escalation investigations.
• Provide coaching recommendations based on quality findings and customer trends.

Skills

Communication skills

Analytics

Organization

Problem solving

MS Office 365

Google Workspace

Education

Associate degree

Tools

MS Office 365

Google Workspace

Job description

1-800-FLOWERS.COM, INC. is seeking a Customer Experience Quality Specialist to evaluate customer interactions, govern AI quality, and analyze VOC insights.

The role partners with Operations, Product, Technology, and external partners to ensure accurate measurement and continuous improvement of the customer experience. Responsibilities include configuring AI quality systems, monitoring performance, leading governance, and delivering executive dashboards.