Our Opportunity:

Chewy is seeking a Director of Quality Assurance, Customer Service to join our world class customer service team in our Hollywood, FL location where you’ll help us ensure the multi-channel Customer Experience for pet parents is best-in-class, constantly evolving and consistent with Chewy’s operating principles through the use of data analytics, quality control best practices, and an insatiable desire to give our pet parents the best possible experience.

The ideal candidate will be a customer-obsessed, perfection-seeking, customer experience-driven candidate to build out and lead the quality control and customer experience program for Chewy’s Customer Service organization. You’ll be responsible for driving improvements to key metrics (i.e. First Contact Resolution, Positive Engagement Scores, NPS, etc.) and partnering with internal stakeholders to affect positive change in processes, behavior, training and technology.

What you'll do:

• Build (from scratch!) a world class quality assurance function designed to ensure Chewy’s customer experience is consistent and meeting our standards across all customer touch points within Customer Service
• Establish procedures that produce high quality customer satisfaction, experience and loyalty that exceeds customer and industry standards.
• Surface inconsistencies in quality and experience, and conduct root cause analysis with corrective and preventative action plans
• Create innovative ways to receive and track actionable customer feedback
• Analyze customer promise among competitors and keep abreast of new initiatives across the industry that drive customer loyalty
• Use text analytics software to understand customer challenges, and calibration of quality monitoring results
• Facilitate periodic calibration sessions with contact center leadership and other areas of operations to ensure consistency in the evaluation process
• Dive deep into customer escalation and transfer processes to identify root causes and implement process improvements around reduction
• Create and develop in-house Quality Assurance team to meet evolving business needs and across various functions, including Voice, Chat, Email and Social Media teams

What you’ll need:

• Bachelor's Degree in applicable field (Process improvement or PMP certifications are a plus)
• 7+ years of experience in a quality or experience-driven role, preferably in a multi-site/multi-channel contact center environment
• 5+ years working directly with either data, text or speech analytics tools used to identify and improve experience and process
• While not specifically a ‘data role,’ you should be analytical with a strong grasp of using data to determine cause and effect relationships, with an ability to create project plans leveraging this data into actionable change
• Proven success in managing, leading and motivating others, with strong interpersonal skills and the ability to inspire and lead a team
• Excellent verbal, written, and interpersonal communication skills with the ability to communicate clearly to influence and drive strategic decisions across the organization.
• Position may require travel

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [email protected].

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