Global Contact Center Quality Specialist Job Opening

Bose strives to create extraordinary and lasting experiences for customers and our Global Customer Service team plays an important role in driving these moments for our customers. Bose Corporation is looking for a Global Customer Experience Quality Specialist to join its team to help define, drive and deliver these exceptional experiences. If you are passionate about data and analytics as well as working alongside dedicated employees and contact centers around the globe in delivering world class service for our customers, then keep reading.

This role will be responsible for definition, delivery and oversight of the Customer Experience, as defined by Customer Satisfaction, for Bose across all consumer touch points, including digital as well as traditional contact channels. Some responsibilities will include:

• Managing Agent QA scorecard development for all reactive channels, including usage and adherence
• Conducting interaction calibration sessions with internal and external stakeholders
• Identifying and driving correlation insights which tie specific activities to customer satisfaction
• Delivering Voice of the Customer efforts to define customer dissatisfaction drivers through verbatim analysis and other activities.
• Quantifying size and impact of drivers of dissatisfaction to assist in prioritization of improvement initiatives.
• Staying connected to the field by holding Agent Round-tables to understand needs and obstacle preventing our contact centers from delivering excellence on every interaction
• Interfacing directly with customers to understand their experiences.

SKILLS:

• Strong ability to interpret data and develop actionable data-based recommendations to drive the business.
• Strong data analytic skill and ability to leverage statistical/database software (SQL/SAS/Tableau) – A plus
• Must be able to communicate and work with a small group of other employees as well as work independently at times with minimal supervision
• Ability to work cross functionally and with a team environment

#LI-SS1

Bose is an equal opportunity employer that is committed to inclusion and diversity. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. For additional information, please review: (1) the EEO is the Law Poster (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf); and (2) its Supplements (http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm). Please note, the company's pay transparency is available at http://www.dol.gov/ofccp/pdf/EO13665_PrescribedNondiscriminationPostingLanguage_JRFQA508c.pdf. Bose is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the application or employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.