America Service Experience And Quality Lead

Posted on Nov 16, 2018 by Nike

Portland, OR 97201
Leisure & Sport
Immediate Start
Annual Salary
Full-Time
Job Description

Nike, Inc. knows how to sell sneakers. And apparel. And just about everything an athlete could need. The Nike Sales teams are the front line for getting these products into customer hands. Through sustained relationships with wholesale partners around the world - from a specialty store in Rome to a department store in midtown Manhattan - Nike Sales delivers the products, experiences and brand stories that define the brand. Nike's success begins with the best sales team in the industry, one that deeply appreciates the consumer, the marketplace, and the products.

Description

Working in Nike Consumer Services will be rewarding, it will be challenging, it may well be a step towards something bigger, but it is most definitely not just another job. Creating distinction and removing friction for our Consumers are key pillars of our business. With this in mind, you'll identify opportunities to create better Consumer experiences through root cause analysis, continuous process improvement and by reporting out on the Health and Wellness of our business to key stakeholders. We're committed to making every consumer's experience a rewarding one and, as a member of our Consumer Services team, your contributions will be a big part of our success.

As our Service Experience and Quality Lead, you will collect service metrics data to identify opportunities in training and performance for customer service teams. And, you will continually seek ways to data mine internal and external quality results, sales, and operational data in an effort to improve efficiency, develop individual team members, and to improve the overall consumer experience. You will build and maintain documentation on reporting processes and analysis.

You'll summarize data into weekly, monthly and quarterly reports that will provide a look at the Health and Wellness of the business to senior management and key stakeholder organizations with the ability to measure functional success and opportunities. Consistently assist in identifying key drivers of dissatisfaction, neutral responses, and unresolved issues as reported by Consumers in our Voice of Consumer surveys. You will create a process of identifying and reporting critical follow-ups to the appropriate parties and offer recommendations and solutions which positively impact delivery of services to internal and external customers.

Identifying gaps in training for both internal and external teams based on quality results and metrics will be another of your core responsibilities along with providing consistent and actionable analysis to the leadership team around quality issues, concerns, and trends. You will also partner with internal management teams to develop and implement training plans to ensure quality practices and standards are being met on an ongoing basis.

Service is what sets Brands apart and in North America Consumer Services, Service is our Brand and our distinction. We look to drive friction out of the business for our Consumers and our Teams. When our Service disappoints, it's our team stepping in to "Make It Right" for our Consumers through Service Recovery and Retention strategies. This is driven by Consumers voicing their concerns in a response to one of our surveys throughout their journey. Regardless of the source, we take each and every Consumer issue seriously and ensure we create raving fans of our Nike Brand.

Responsibilities

  • Primary regional point of contact relative to QA processes, methods and tools
  • Provide data intelligence relative to vendor wide opportunities and lead QA improvement initiatives in conjunction with operations.
  • Lead &analyze & monitor& control the efficiency of the calibration sessions (internal & external) and make sure action plans after each calibrations are communicated
  • Analyze transaction monitoring results and identify athlete/process level opportunities.
  • Conduct root cause analysis to identify soft skill, process, service issues affecting VOC and make recommendations to business
  • Provide status reporting across all areas of accountability
  • Use vendor QA resources efficiently to collect info and/or solve any issues affecting VOC
  • Responsible for addressing call recording issues and managing speech/text analytics locally
  • Achieve consistency by focusing on; monitoring transaction guidelines, calibration sessions, athlete/process level opportunities and Spot-checks
  • Conduct systemic VOC/DSAT survey reviews, analysis and reporting.
  • Act as the center focal point for all complaints and escalations regarding VOC&DSAT. Engage other departments as needed to resolve issues and complaints.
  • Drive for consistency among vendors in different locations to align with Nike COE expectations
  • Seek opportunities to evaluate QA performance and provide feedback on ways to improve performance

    Qualifications

  • Bachelor's degree or equivalent directly related work experience
  • Customer Service, Call/contact center work experience, retail experience
  • Service industry experience
  • Strong Math and Analytical Skills
  • Strong QA Transaction Monitoring & Process Knowledge
  • Advanced in MS Suite products: Word, PowerPoint, Excel and Visio
  • Excellent analytical and written and verbal communication skills
  • Excellent organizational skills
  • Detail oriented and able to multitask and meet deadlines
  • Demonstrated ability to use data to influence decision making and to craft impactful business reviews. Experience in identifying critical information, analyzing, developing hypotheses and making recommendations.
  • Proven experience building positive working relationships and working successfully in cross-functional teams, including demonstrated success in managing without direct authority.
  • Ability to work weekends and flexible hours
  • Ability to read, speak and understand English

  • Reference: 561320564