Customer Experience Quality & Insights Specialist

1-800-FLOWERS.COM, INC.; Jericho (NY); Hybrid; USD 33,000 - 44,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Life and disability insurance

401(k) retirement savings

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Paid vacation and holidays

Employee discount

Job summary

1-800-FLOWERS.COM, Inc. is seeking a Customer Experience Quality & Insights Specialist to join our CX team. This role blends business analytics with VoC initiatives, translating findings into actionable business insights and recommendations.

You’ll collaborate with Operations, Product, Technology, and external partners to improve customer experience performance, support AI-enabled quality tools, and drive continuous improvement across touchpoints.

Qualifications

• 2+ years of experience in business analytics, CX, contact center operations, QA, or related area.
• Strong analytical and problem-solving skills with ability to interpret data and identify trends.
• Excellent written and verbal communication; ability to collaborate across teams.
• Associate degree or equivalent combination of education and relevant experience.

Responsibilities

• Analyze customer experience data, VoC feedback, and operational metrics to identify trends and opportunities.
• Translate data into clear, actionable recommendations for partners and leadership.
• Monitor CSAT and other CX measures to spot trends and opportunities.
• Evaluate customer interactions across voice, chat, messaging, and digital channels using AI-enabled and manual methods.
• Support AI-enabled quality tools: validation of prompts, scoring logic, and performance.

Skills

Business Analytics

Customer Experience

Contact Center Operations

Quality Assurance

Quality Operations

Education

Associate degree or equivalent

Tools

Sprinklr

Microsoft Dynamics 365

Qualtrics

Excel

Job description

Work Arrangement: Hybrid - 4 days onsite / 1 day remote

About the Role

1-800-FLOWERS.COM, Inc. is seeking a Customer Experience Quality & Insights Specialist to join our Customer Experience team. This role is ideal for someone who enjoys working with data, identifying trends, understanding what drives customer experiences, and translating findings into meaningful business insights and recommendations.

Unlike a traditional Quality Analyst position, this role has a strong emphasis on business analytics and Voice of the Customer (VoC) while also supporting quality operations, customer satisfaction measurement, AI-enabled quality tools, and cross-functional initiatives.

You’ll work closely with Operations, Product, Technology, external business partners, and other stakeholders to better understand customer experience performance and identify opportunities for continuous improvement.

What You’ll Do

• Analyze customer experience data, Voice of the Customer feedback, and operational metrics to identify trends, performance drivers, and opportunities for improvement.
• Translate data and findings into clear, actionable recommendations for business partners and leadership.
• Monitor customer satisfaction (CSAT) and other customer experience measures to identify emerging trends and areas of opportunity.
• Evaluate customer interactions across voice, chat, messaging, and digital channels using AI-enabled and manual quality evaluation methods.
• Support the administration, validation, and ongoing optimization of AI-enabled quality evaluation tools.
• Validate AI evaluations, prompts, scoring logic, and performance to help ensure accuracy and consistency.
• Conduct quality spot checks, dispute reviews, Audit the Auditor activities, and escalations as needed.
• Develop and maintain reporting, dashboards, and insights used to support business reviews and decision-making.
• Support Voice of the Customer programs and customer survey administration, including survey logic, deployments, enhancements, and governance.
• Participate in calibration sessions to promote consistency across quality evaluations and business partners.
• Partner with Operations, Technology, vendors, and external BPO partners on quality and customer experience initiatives.
• Support quality governance, compliance activities, and continuous improvement efforts.
• Communicate customer experience, quality, and VoC findings clearly to stakeholders and leadership.

What We’re Looking For

• 2+ years of experience in Business Analytics, Customer Experience, Contact Center Operations, Quality Assurance, Quality Operations, or a related area preferred.
• Strong analytical and problem-solving skills with the ability to interpret data, identify trends and understand performance drivers.
• Ability to translate data into clear insights, recommendations, and business actions.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple priorities.
• Advanced proficiency with Microsoft Office 365, particularly Excel.
• Collaborative approach and ability to work effectively across teams and business functions.
• Associate degree or equivalent combination of education and relevant experience.

Preferred Experience

Experience in one or more of the following areas is a plus:

• Voice of the Customer (VoC) programs and analytics
• Customer satisfaction (CSAT) measurement
• AI-enabled quality evaluation platforms
• Sprinklr
• Microsoft Dynamics 365
• Qualtrics
• Decagon or similar customer experience/AI platforms
• Contact center or customer experience operations
• Business Process Outsourcing (BPO) or outsourced contact center environments
• Quality calibration and governance
• Survey administration and reporting
• Operational or business analytics

Who Will Thrive in This Role

We’re looking for someone who is analytical, curious, collaborative, and comfortable digging into data to understand the story behind the numbers. You should enjoy identifying trends, asking thoughtful questions, communicating findings clearly, and partnering with others to improve the overall customer experience.

Candidates with varying levels of relevant experience are encouraged to apply. We’re especially interested in individuals who demonstrate strong analytical capabilities, communication skills, and the ability to learn and grow within an evolving customer experience environment.

The expected hourly pay for this position is $28.00 per hour. Actual compensation will be determined based on experience, skills, internal equity, and other factors permitted by law.

To support our commitment to being an employer of choice, we offer comprehensive and competitive health, wellness, and additional benefits to eligible full-time team members. Benefit eligibility may vary based on location, average hours worked, and length of service.

Benefits may include*:

• Medical, dental, vision, life, and disability insurance for the associate and eligible dependents
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• 401(k) retirement savings program
• Mental health resources and Employee Assistance Program (EAP)
• Paid vacation time (accrued based on hours worked and tenure)
• Paid company holidays
• Employee discount across our family of brands
• Potential eligibility for annual merit-based compensation increases, where applicable

*Exact benefit terms, conditions, and eligibility requirements are governed by official plan documents and applicable law. The Company reserves the right to modify, amend, or terminate benefit plans and programs at any time.