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The role partners with Operations, Product, Technology, Digital, and external business partners to ensure customer interactions, AI models, survey platforms, and quality programs accurately measure and continuously improve the customer experience. The Customer Experience Quality Specialist is responsible for evaluating, improving, and governing the customer experience through artificial intelligence (AI), human quality evaluations, Voice of the Customer (VOC) insights, operational analytics, and quality governance.

1-800-Flowers.com Inc

Customer Experience Quality Specialist

FULL_TIME

The Quality Improvement Specialist collaborates with HMH initiative-focused groups, clinical transformation services and quality councils to achieve transformational and sustainable outcome improvements using project/program management, process and system mapping, reliability science data driven strategies, evidence based best practices and quality improvement strategies. Identify improvement priorities specific to each HMH initiative-focused improvement work, clinical transformation service, or quality council based on evidence based practice, taking into consideration regulatory requirements and accrediting agencies such as CMS, Pay for Performance, The State of New Jersey Department of Health, and The Joint Commission.

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