Columbia Sportswear, Inc.:
Quality Coordinator II Job in Burlington, VT

OUTGROWN YOUR OWN BACKYARD? COME PLAY IN OURS.

At Columbia, were as passionate about the outdoors as you are. And while our gear is available worldwide, were proud to be based in the Pacific Northwest, where natural wonders are our playground.

Every product we make and every task we undertake is inspired by the famous words of our founder Gert Boyle: Its perfect. Now make it better. As pioneers of relentless improvement, we are constantly evolving.

We believe the outdoors is ours to protect and strive to keep our planet healthy.

We believe in empowering people to experience the outdoors to the fullest.

And we believe in you.

ABOUT THE POSITION

The eCommerce team powers our US and Canada Columbia.com sites as well as our Customer Care Center. From merchandising and marketing to product management and technology, the consumer is at the center of everything we do. And, the eCommerce team is known for the relentless improvement of the customer experience-always striving for a better, faster, easier experience.

The Quality Coordinator II role will evaluate and provide suggestions to evolve our customer's experience with our contact centers. Responsibilities include identifying areas of opportunity for team and individual performance, assisting in the coaching and calibration process with leadership, and reviewing both agent and customer feedback to identify improvement initiatives. The Quality Coordinator II will also develop agent conversation tools to match the best customer experience.

HOWYOULLMAKE A DIFFERENCE
Evaluates chat, phone, and email conversations, providing suggestions on how to leverage different evaluation methods.

Analyzes call center performance metrics to identify process and conversation opportunities. Assists with project initiatives to adjust process and conversation improvements within Customer Care.

Provides constructive and detailed feedback to support leaders with the coaching and development of their teams. Assists leaders in coaching their teams as requested.

Actively participates in the quality review calibration process for multiple call center locations.

Builds and maintains conversation tools such as macros and smart responses to deliver a great customer experience and improve Customer Care productivity.

Reviews, quantifies, and qualifies the feedback from both customers and call center agents to identify areas of improvement.

Performs other duties as assigned.


YOU ARE
Detail oriented with a high level of accuracy when completing work.

Communicative with strong verbal and written skills.

Able to organize and prioritize work and logically develop work plans, troubleshoot, solve problems, and make logical decisions.

Able to work effectively under pressure.


YOUHAVE
High School Diploma or equivalent experience

2 years of professional experience

Experience with Microsoft Office applications required (Excel, Word, PowerPoint, and Outlook)

Solid and effective customer service skills, techniques, and strategies

Basic knowledge of research methodologies which includes analysis of call recordings

Courses or certifications in CX, data analysis, or Call Center Quality a plus


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Columbia Sportswear Company and our portfolio of brands, including Columbia, SOREL, Mountain Hardwear and prAna, know a thing or two about adventures. After all, we've been on one since 1938, working to perfect the art of enjoying the outdoors. Behind everything we make is an employee who's found that the greatest adventure starts with joining a company that strives to do the right thing.


This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.


At Columbia Sportswear Company (CSC), we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. CSC believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. All employment is decided on the basis of qualifications, merit, and business need.