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Customer Experience Quality Escalations Supervisor

Ashley Furniture Industries, LLC.
Arcadia, WI, United States

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Description

Do you love helping others? Are you a problem-solver who likes to find creative solutions to help others? Do you want to take that creativity and work for a World-Class organization?

Then apply today to our Customer Service Team at Ashley Furniture – the number one retailer of furniture and bedding in the United States!

There is only one boss: The Customer. Our Customer Service team promotes a positive, customer-centric environment by providing practical and impactful service to achieve consumer, business and employee satisfaction

Customer Experience Quality Assurance Supervisor

What Will You Do?

The Customer Experience Quality Assurance Supervisor will oversee Quality Assurance Agents that will work with the customer service teams including contact center representatives, supervisors, and leadership to analyze contact quality and processes to improve quality, reduce variation and increase throughput. The CX Quality Assurance Supervisor will review processes as well as collect and analyze data to ensure processes and services meet specifications. Through this analysis, the CX Quality Assurance Supervisor will develop and educate employees and customer service supervision on the appropriate and standard processes and procedures to ensure specifications are met.

This position will exhibit superior customer service by having profound knowledge of product and vendor warranties as well as a full understanding of customer service procedures within the company.

What Do You Need?

  • Bachelor Degree in Business or related field or equivalent work experience required
  • 3 years customer service experience, required
  • Proficient computer skills including experience with Microsoft Office Suite
  • Strong leadership and relationship building skills
  • Ability to handle multiple projects in fast paced work environment
  • Analytical and troubleshooting experience
  • Who Are We?

  • We offer competitive pay and excellent benefits.
  • We are a multi-billion dollar company and the largest manufacturer of furniture in the world, and offer one of the industry’s broadest product assortments at over 20,000 storefronts in 123 countries.
  • Growth-Focused is one of our core values, and we are dedicated to helping you grow with us through training, mentoring, and coaching as well as investing in the latest design tools, production equipment and new technologies.
  • Environmental efforts are a priority as we continually seek to recycle, reuse and replenish every day.
  • Millions of dollars are contributed annually to local and national charities as we seek to improve the lives of people around the world.
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