Customer Care Quality Analyst

Customer Care Quality Analyst

at FN Logistics, LLC Santa Fe Springs, CA Fashion Nova is a leading, digital and social commerce platform, and is one of the most visible fashion brands today.

Fashion Nova was founded in 2006 when our first store opened its doors. Fast forward to 2013, Fashionnova.com and @fashionnova were born our customers became our models and social media became our runway.

Fashion Nova was built on the backbone of individuality and inclusiveness. Today, Fashion Nova is worn and celebrated by the hottest musicians, influencers and fashionistas.

Our go-to-market strategy enables style innovation at warp speed, and at an accessible price point. With no plans on slowing down, Fashion Nova is set to provide everyone equal accessibility to fashion.

Position Summary

Under direct supervision, the Customer Care Quality Analyst provides support, assistance, and training to advocates, agents, leadership, and other individuals.

Monitor and actively influence the customer service teams quality performance, making sure that the quality requirements in place are fulfilled and goals consistently achieved.

Analyze agents results and performance in order to optimize processes and support their development. Creating performance reports and action plans.

Resolve cases and issues to a global customer base across a variety of platforms, including email, phone, chat, web submission, and social media.

Essential Functions

• Collaborate with your team and leadership to improve and develop agents and other staffs skills and performance.
• Oversee and monitor the development and implementation of training procedures and processes.
• Provide additional training and coaching when new procedures are implemented or policies are adjusted.
• Provide the same level of support, training, and feedback for staff at other locations as for staff locally employed.
• Use online communication tools to provide training for agents and staff working remote or in other locations.
• Analyze communications with ongoing and closed cases to provide additional training or update training materials.
• Prepare, present, and analyze metrics and KPIs as necessary to improve service quality and agents knowledge.
• Use different systems / software as needed to complete the tasks, such as Salesforce, Shopify, HighJump, etc.
• Respond and resolve a variety of issues using our CRM while providing a high level of service in a timely manner.
• Communicate with all teams to reach the best solution for new issues and / or problems that arise.
• Depending on the company's needs and scheduling, adapt and complete tasks outside of daily responsibilities.
• Support other customer care center locations by answering questions, resolving issues, or assisting with training.
• Collaborative with leadership to develop solutions and improve efficiency with the customer care department.
• Use available knowledge / training tools to maintain proficiency across all channels and assigned skills.
• Complete special projects as requested by the management team.
• Any other duties assigned by management.

Education & Experience Requirements

• Three (2) to five (5) years of previous customer service, contact center, e-commerce, or retail experience.
• At least one (1) year of prior teaching or training experience.
• High School Diploma or equivalent.

Knowledge & Skill Requirements

• Customer service experience is a must.
• Experience using online communication software or tools (ie. Zoom, Skype, or Cisco Webex).
• Experience using CRM software, reporting tools, and other online software applications and services.
• Proficient with analyzing data and creating reports.
• Familiarity with contact center metrics, scorecards, and KPIs.
• Ability to work autonomously to organize and prioritize workload in a dynamic environment.
• Effective communication and interpersonal skills.
• Exceptional attention to detail and quality control.
• Organize, prioritize, and reorder workload in a dynamic environment.
• Work both independently and as part of a team in a fast-paced multi-tasking environment.
• Flexible thinker, that is able to adapt and customize responses to customers.
• Ability to work with direct supervision, and work well with others at all levels in the organization.
• Typing WPM : 45 or above

What's in it for you

• Advancement opportunities
• Daily pay on earned wages
• Employee Discount
• Medical, Dental and Vision Coverage
• 401k Match
• Company sponsored events / lunches

Fashion Nova, Inc. is an equal opportunity employer committed to a diverse workplace environment.