Bed Bath & Beyond

Direct-to-consumer home goods retailer

Quality Assurance Coordinator

Customer ExperienceUpdated on Nov 12

Full-timeTotowa, NJ, USANo salary listedIn-person

About the Job

Requirements

Must be able to work evening shifts and flex the schedule based on department needs.
Must be dependable, approachable, and able to maintain confidential information.
Must have strong written and verbal communication skills, with excellent grammar, spelling, and sentence construction.
Must have exceptional listening and analytical skills and proven leadership and interpersonal skills.
Must be proficient with Word, Excel, and PowerPoint.
Must be able to communicate effectively with new and existing CSRs, internal department staff, and leaders.
Must be able to work independently and develop creative solutions to various issues.
Must remain updated on changing policies and procedures.

Responsibilities

Audit calls, email, and chat incidents to ensure accuracy.
Provide written and verbal feedback to the Quality Manager and individual floor managers or supervisors based on audit results.
Conduct individual coaching sessions with CSRs and training sessions with new-hire groups.
Facilitate calibrations with floor managers and supervisors.
Gather and analyze call and incident data to establish performance trends.
Work closely with the Knowledge Base and Training Departments to ensure consistency of information communicated to the call center floor.
Provide trend reports to assigned teams based on observations.
Conduct Quality Assurance training with new-hire classes.

Job Description

A Quality Assurance Coordinator conducts audits of customer interaction through multiple communication channels for the purpose of ensuring that company standards are met and our company's integrity is preserved.

Qualifications

Primary Responsibilities:

Audits calls, email and chat incidents in order to ensure accuracy.
Provides written and verbal feedback to Quality Manager, individual floor managers/supervisors based on results.
Conducts individual coaching sessions with CSRs.
Conducts training sessions with new hire groups.
Facilitates calibrations with floor managers and supervisors.
Gathers and analyzes call and incident data for the purpose of establishing performance trends.
Works closely with our Knowledge Base and Training Departments to ensure consistency of information being communicated to the call center floor.
Provides trend reports to assigned teams based on observations.
Conducts Quality Assurance training with new hire classes.

Job Requirements:

Must be able to work evening shift
Must able to flex your schedule based on the needs of the department.
Must be dependable, approachable and able to maintain confidential information.
Strong written and verbal communication skills.
Excellent grammar, spelling and sentence construction.
Exceptional listening and analytical skills.
Proven leadership and interpersonal skills.
Proficient with Word, Excel and PowerPoint.
Must be able to effectively communicate with new and existing CSRs, internal department staff and leaders.
Must be able to work independently and be innovative enough to deliver creative solutions to various issues.
Must remain updated on new policies and procedures as they change.

Additional Information

What we offer:

Great Pay: We offer competitive pay with overtime opportunities to earn even more.
Great Benefits: We offer paid training, insurance coverage, incentives, employee discounts and paid time off!
Great Career Advancement: As our Contact Center expands, we will need to grow our leadership team!
Great Work Environment: We are committed to providing a positive work environment:
Extensive and ongoing training
Casual dress attire to complement a fun, fast paced culture o Fully equipped break room with refrigerator, microwaves, TV and vending machines
A referral bonus program for employees
Fun perks: Holiday events, food days, give-a-ways, prizes, discounts, themed events and more! If you don’t mind working hard, and having fun while you’re at it, then we want to talk to you.

About the Company

Bed Bath & Beyond

Direct-to-consumer home goods retailer

Bed Bath & Beyond sells home goods online, offering designer brands at competitive prices to a wide audience of homeowners and interior designers. Customers browse and purchase items through its e-commerce platform, then receive orders delivered to their door. The Welcome Rewards program rewards repeat customers with bonus points and exclusive benefits, while Beyond Protection provides extended protection plans for accidental damage and longer warranties. The company differentiates itself with strong customer service and free shipping on orders over $49.99. Its goal is to be a trusted online destination for home goods that blends value, service, and style.

Company size: 10,001+
Company stage: IPO
Headquarters: Illinois, United States
Founded: 1971

Recently Posted Jobs

Explore more opportunities at Bed Bath & Beyond

See more jobs