Join our Customer Experience team and be part of a dynamic environment where you’ll help jewelers worldwide create unforgettable moments for their customers!

Our Learning & Development and Quality Assurance teams play a vital role in enhancing the customer experience within our contact center. We focus on empowering agents through robust training and continuous improvement initiatives that ensure consistent, high-quality service. Our team develops and oversees programs that not only equip agents with the skills needed to excel but also foster a culture of accountability and recognition. By prioritizing quality assurance, we work collaboratively to identify areas for improvement, drive operational efficiency, and uphold high standards that support both our agents and the customers they serve.  

The Quality Assurance Analyst is responsible for assessing the quality of the performance of our call center associates who interact with our existing customers. The QA Analyst will monitor inbound and outbound calls, emails responses, and chats to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will also assist by making recommendations for enhancements to training materials as needed. 

 

Key Responsibilities:

Performs call monitoring to assess agent adherence to quality standards.Uses quality monitoring data management system to compile and track performance at the team and individual level. Performs monitoring of Customer Care email and chat responses. Provides actionable data to various internal support groups as needed. Participates in call calibration sessions for call center staff. Provides feedback to call center team leaders and managers. Prepares and analyzes internal and external quality reports for management staff review. Performs other duties as assigned. 

Basic Qualifications:

High School Diploma or equivalentAt least 1-2 years of experience in a contact center or customer service role, with a basic understanding of contact center operations and performance metricsWriting proficiency Proficient with Microsoft Office (intermediate Word, basic Excel, basic Outlook) Excellent verbal, written, and interpersonal communication skills Customer focused with a commitment to providing customers with an exceptional experience Focus on quality and customer service Exceptional listening and analytical skills Solid time management skills 

Preferred Qualifications:

Associate's degree or some college coursework, especially in fields related to business, communications, or a relevant area Additional coursework or certifications in quality assurance, customer service, or contact center management2 years of call center experienceExperience with training, performance coaching and/or KPI documentation a plus Bi-lingual 

 

Stuller is the jewelry industry's largest manufacturer, supplier, and technology developer in North America. With a customer base spanning the globe, we serve jewelry professionals through an unmatched selection of quality products, expert and friendly?service, and the fastest delivery. We are powered by our employees, their creativity, their energy, and their commitment?to creating exceptional experiences.? 

We are committed?to our employees' comprehensive health and happiness. Our award-winning wellness initiatives and benefits help Stuller to stand out as one of the top employers?in Louisiana. Learn more about our benefits by?clicking?here. 

Stuller Is a Certified Great Place To Work®! 

Stuller is proud to receive this prestigious recognition by the global authority on workplace culture, employee experience, and leadership excellence. We are committed to fostering a supportive and thriving workplace for our employees.