AI-Powered CX Quality & Insights Specialist

Harry & David; Jericho (NY); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

Health insurance

401(k) retirement savings program

Paid vacation time

Employee discount

Job summary

1-800-FLOWERS.COM, INC is seeking a Customer Experience Quality & Insights Specialist in Jericho, NY to evaluate, improve, and govern the customer experience using AI, VOC insights, and quality analytics. The role partners with Operations, Product, Technology, Digital, and external partners to ensure accurate measurement and continuous improvement across interactions and AI models.

Responsibilities include configuring and maintaining the Quality Evaluation AI, analyzing VOC trends, developing

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.
• Configure, maintain, and optimize Quality Evaluation AI (QEA).
• Monitor AI system performance and identify improvement opportunities.
• Validate prompts, scoring logic, and AI performance.
• Partner with vendors on enhancements and issue resolution.
• Analyze VOC trends and customer feedback.
• Develop executive reporting, dashboards, and Weekly Business Review (WBR) insights.
• Identify operational trends and recommend continuous improvements.
• Configure and maintain customer survey platforms.
• Validate survey logic and deployments.
• Support survey enhancements and governance.
• Lead enterprise calibration sessions.
• Perform PCI reviews and deletion requests.
• Support quality governance and regulatory compliance.
• Partner with Operations, Product, Technology, and vendors.
• Support partner calls, project meetings, and enterprise initiatives.
• Communicate quality and VOC findings to leadership.
• Maintain quality documentation and reporting.
• Support recognition reporting and internal communications.
• Complete ad hoc projects and additional duties as assigned.

Skills

Quality Assurance

Data analysis

Communication

Project management

Education

Associate degree or equivalent combination of education and experience

Tools

Microsoft Office 365

Job description

1-800-FLOWERS.COM, INC is seeking a Customer Experience Quality & Insights Specialist in Jericho, NY to evaluate, improve, and govern the customer experience using AI, VOC insights, and quality analytics. The role partners with Operations, Product, Technology, Digital, and external partners to ensure accurate measurement and continuous improvement across interactions and AI models.

Responsibilities include configuring and maintaining the Quality Evaluation AI, analyzing VOC trends, developing