QA Analyst - Service Learning & Strategy

Dick's Sporting Goods - Coraopolis, PA

Full-time - Mid Level

Coraopolis, PA

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The QA Analyst for Service Learning & Strategy at DICK'S Sporting Goods plays a vital role in ensuring high-quality customer service through rigorous auditing and performance evaluation. This position involves analyzing customer interactions, providing feedback, and collaborating with various teams to enhance service quality and compliance with internal policies. The analyst will also be responsible for developing training materials and processes based on quality assurance findings, ultimately contributing to the overall success of the Athlete Engagement team.

Responsibilities

• Complete a required number of quality evaluations of teammate performance for Athlete Engagement (Customer Service).
• Verify compliance of customer service practices with regulatory requirements and internal policies.
• Conduct routine audits on various types of customer interactions to assess adherence to policy and procedure.
• Utilize QA and customer service software platforms to collect, analyze, and interpret data on customer interactions.
• Deliver constructive feedback to supervisors based on quality evaluations of their teammates.
• Support one-on-one coaching sessions with teammates to improve performance and achieve quality targets.
• Generate actionable insights and share feedback with the Learning & Development team to recommend enhancements to service quality.
• Provide specific feedback to the operations team regarding areas of opportunity to address non-compliance with standard operating procedures.
• Establish and refine quality metrics and evaluation criteria that align with company goals and athlete expectations.
• Prepare comprehensive reports on quality performance, highlighting key metrics and areas needing improvement.
• Present findings to senior leadership and key stakeholders, including actionable recommendations.
• Participate in cross-functional meetings to discuss quality improvement initiatives.
• Organize and execute QA calibrations by scheduling meetings with supervisory teams to review calls and chats.
• Work with training and management teams to develop and update training materials based on QA findings.
• Review athlete feedback and satisfaction surveys to identify recurring issues and opportunities for improvement.

Requirements

• Bachelor's Degree in Education, Communication, Business or related field.
• 3-5 years of experience in Retail/Customer Service, Contact Center Operations, or a previous QA role.
• Proficiency in Microsoft PowerPoint, Word, and Excel.
• Experience with CRM or Order Management Tools.
• Familiarity with TEAMS Virtual Training platform and Learning Management Software/Workday.
• Proficiency with QA tools and software, including Call Monitoring and Speech Analytics tools.
• Experience with telephone (Five9) and chat platforms (LivePerson).