CX Quality & Insights Specialist (AI-Driven)

Pmalladmin; Jericho (NY); On-site; USD 71,635,000 - 80,231,000; Full time

Benefits offered by this job

Medical, dental, vision, life, and FSA

Health Savings Account (HSA)

401(k) retirement savings program

Mental health resources and EAP

Paid vacation time

Paid company holidays

Employee discount

Merit-based compensation potential

Job summary

1-800-FLOWERS.COM, INC is seeking a Customer Experience Quality & Insights Specialist on-site in Jericho, NY to evaluate and govern customer experience across AI and human quality evaluations.

You will partner with Operations, Product, Technology, Digital, and external partners to ensure accurate measurement and continuous improvement of customer interactions, AI models, survey platforms, and quality programs.

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

Excellent written and verbal comms

Analytical skills

Organizational skills

Problem solving

Multitasking

Microsoft Office 365

Education

Associate degree or equivalent

Tools

Microsoft Office 365

Job description

1-800-FLOWERS.COM, INC is seeking a Customer Experience Quality & Insights Specialist on-site in Jericho, NY to evaluate and govern customer experience across AI and human quality evaluations.

You will partner with Operations, Product, Technology, Digital, and external partners to ensure accurate measurement and continuous improvement of customer interactions, AI models, survey platforms, and quality programs.