Providing beautiful, hand-arranged and hand delivered arrangements to our customers is what we pride ourselves on. And who doesn't love receiving beautiful floral arrangements? Teleflora has an exciting opportunity for someone who can provide superior service to our customers.

The Quality Analyst position requires an analytical, progressive, on-the-spot, critical thinker who can apply their experience in a fast-paced environment. The ideal candidate will be enthusiastic and hard-working, have a great attitude, excellent verbal and written communication skills, and thrive in a deadline-driven work environment. The Quality Analyst will be responsible for evaluating team member contacts originating from multiple communication sources with our Teleflora customers. The Quality Analyst will be required to identify positive and negative trends that effect agent performance and customer interaction, and then use this information to facilitate mentoring sessions with Consumer Direct agents. This position is for a detail-oriented, well-organized professional, adept at multi-tasking. In addition, this person should demonstrate an ability to draw business-impacting insights from complex sets of data.

A Day in the Life at Teleflora:

• Consumer Direct Agent Coachings
• Enter coachings into the coaching journal
• Coach agents on the problem areas identified
• Recruiting assistance during major holiday periods
• Invoice Submission and Accrual Sheet Maintenance Backup
• Invoice Reconciliation Backup
• Supplemental Training as needed
• Maintain and analyze data and assist management in improving contact center KPIs in both service and sales, including first call resolution, close rates, average order size, average handle time, and credit usage.
• Interpret, research, and evaluate call trends and make recommendations for training opportunities and other areas of improvement.
• Perform quality evaluations of team member contacts to include inbound calls, outbound calls, chats, social media posts, and emails.
• Identify areas of team member success, and improvement opportunities
• Continuously improve quality by providing detailed feedback to team members.
• Demonstrate strong organizational skills with the ability to handle multiple tasks.
• Effectively mentor team members towards improvement.
• During peak holidays, tasked with providing support to agents via floor support or support chat.
• All other responsibilities as assigned by manager

Your Contribution to Teleflora:

• Thorough knowledge and in-depth understanding of all functions worked by Consumer Direct agents (24HF, Outlaw Sales and Service, Email, Chat, Social Media, Fulfillment/OCO, Specialty Functions, etc.)
• High school diploma required
• Excellent coaching skills
• Exceptional written and verbal communication skills
• Ability to multi-task and work with tight deadlines
• Ability to work well independently or in a team environment
• Attention to detail and problem solving skills
• Ability to prioritize and organize effectively
• Upbeat and positive attitude
• Strong aptitude for learning
• Must be flexible in work responsibilities.
• Requires time management and prioritization skills to make sure primary responsibilities are handled in a timely fashion.
• COVID vaccination will be required for this position unless candidate has a legally valid exemption

Working Conditions and Environment:

• Must be capable of working extended hours to meet company peaks. Schedules may vary on a weekly basis
• Holiday time off will be prohibited due to increased order volume
• Excellent customer service skills, active listener with the ability to pay attention to detail and willingness to multi-task in a fast-paced and changing environment
• Good typing and data entry skills, basic computer knowledge and the ability to navigate between multiple browser windows
• Dependable and self-sufficient

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Teleflora's Dedication to You:

• Competitive benefits package including Medical, Vision, Dental, 401k
• Paid Time Off
• 8 Paid National Holidays
• Paid Sick Leave
• Life and Dependent Life Insurance
• Long Term Disability
• Education Reimbursement
• Onsite gym 
• Free smoking cessation program
• Wonderful Giving (www.wonderfulgiving.com) -- allowing you to donate company money to a cause of your choice
• Work life balance

Due to Covid-19, Teleflora employees currently work from home. You will need to have a quiet, home office area with reliable internet coverage and will be provided with equipment. Working from home is temporary and employees will return to the office in Paragould, AR at a time later next year.

Teleflora brings together the time-honored tradition of sending flowers with the modern benefits of an advanced florist network. By tapping over 11,000 member florists in North America alone, Teleflora offers the kind of personal touches, artistry and expertise you expect from a trusted neighborhood florist--even if that neighborhood is across the country. No prepackaged flowers in nondescript boxes dropped on your doorstep--Teleflora's network of professional florists create artistic arrangements personally delivered in a vase, often on the same day. And, with the organization's pioneering "Flowers in a Gift" Collection, the recipient gets a keepsake that turns the treasured gesture of a bouquet into a lasting memento. Luxe yet affordable, aspirational yet accessible, Teleflora makes every day an occasion. Follow Teleflora on Facebook.

The Wonderful Company is an Equal Opportunity Employer and with opportunities for advancement. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories.

All your information will be kept confidential according to EEO guidelines.

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