Quality Assurance Evaluator - Contact Center

Great brands reflect culture. The best ones help shape it. At Foot Locker, we’re rooted in sport, powered by style, and driven by the communities that move both. From Foot Locker and Kids Foot Locker to Champs Sports, WSS, and atmos, our brands sit at the intersection of sport, style, and self-expression. As part of the DICK’S Sporting Goods family, you’re backed by the resources, reach, and career opportunities of a world-class sports company. That unleashes Foot Locker to keep pushing forward with the agility and edge that define the brand. We’re looking for great people who want to influence culture and the generation that is shaping what’s next.

About the role

We are looking for a full-time Quality Assurance Evaluator to monitor the interactions our Customer Contact Center Specialists have with our customers. This role is vital to the success of our brand as we strive for exceptional customer service. This position is located on-site in our Wausau, Wisconsin office.

Schedule

• Monday-Friday 8am-4pm
• Next available training start date: September 14
• Training: 3 weeks of Customer Care Training from 1pm-5pm, plus in-department training during regularly scheduled shifts

What employees love

• Their coworkers
• Welcoming atmosphere and sense of belonging
• Recognition and appreciation from leadership
• Problem-solving and helping customers
• Learning about the business
• Laid-back environment
• Weekends off

Responsibilities

• Monitoring and scoring Customer Contact Center Specialists for customer service quality, script adherence, accuracy, and effectiveness
• Communicating with leadership to ensure consistency, accuracy, and uniformity of reporting
• Running daily and monthly quality assurance reports
• Assisting with incoming customer calls, emails, and/or chats as needed

Qualifications

• Proficient computer navigation skills
• Ability to multi-task
• Positive and solutions-oriented
• Written and verbal communication skills
• Professionalism when speaking with internal and external customers

Pay

$16.50 / hr

Benefits

• 30-50% employee discount
• Paid time off: 8 personal days & 10+ vacation days per year, plus holidays
• Medical / dental / vision coverage
• 401(k) / Roth 401(k)
• Education reimbursement program
• Life insurance
• Casual dress code - Wear your sneakers to work!
• Employee referral bonus
• Opportunities for advancement
• Recognition and appreciation programs
• Learning and development platforms
• Employee Resource Groups