Customer Experience AI Quality & Insights Specialist

1-800-Flowers.com; Jericho (NY); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) retirement savings program

Paid vacation time

Paid company holidays

Employee discount

Job summary

1-800-Flowers.com is seeking a Customer Experience Quality & Insights Specialist in Jericho, NY to evaluate and govern customer experience using AI and human assessments. You will partner with Operations, Product, Technology, and external partners to ensure reliable VOC insights and quality programs across channels.

The role focuses on AI quality administration, survey governance, and performance analytics to drive continuous improvements in customer interactions and satisfaction.

Qualifications

• Associate degree or equivalent combination of education and experience.
• 2+ 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.
• 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 Weekly Business Review (WBR) insights.
• Configure and maintain customer survey platforms.
• Lead enterprise calibration sessions.
• Partner with Operations, Product, Technology, and vendors.
• Communicate quality and VOC findings to leadership.

Skills

Customer Experience

Quality Assurance

Business Analytics

Communication

Problem Solving

Education

Associate degree or equivalent

Tools

Sprinklr

Microsoft Dynamics

Qualtrics

Decagon

Job description

1-800-Flowers.com is seeking a Customer Experience Quality & Insights Specialist in Jericho, NY to evaluate and govern customer experience using AI and human assessments. You will partner with Operations, Product, Technology, and external partners to ensure reliable VOC insights and quality programs across channels.

The role focuses on AI quality administration, survey governance, and performance analytics to drive continuous improvements in customer interactions and satisfaction.