Job Details

Essential Function

Employee holds the primary function of monitoring live and recorded calls ensuring quality standards are being met.

At Sally Beauty Holdings, we find beauty in diversity. Our inclusivity and self-expression are what fuel our innovation and growth. You are welcome here, and you can thrive here. We find beauty in YOU. Join us."

Primary Duties

* Monitors both live and recorded calls and other various forms of customer communications across multiple platforms; uses evaluation forms to ensure quality standards, company policies, and department policies/procedures are being met.

* Evaluates data, completes associate reports, and follows up as requested for ongoing performance issues

* Conducts coaching sessions with associates to review trending topics.

* Assists with special projects and performs additional duties as directed by a member of the leadership team.

Knowledge, Skills and Abilities

* High school diploma or GED

* 2 years' experience in customer service support center environment, retail environment, or other similar industry; or 2+ years with the company

* Prior quality assurance experience preferred.

* Working knowledge of Microsoft Office applications

* 10 key by touch

* Knowledge of principles and processes for providing an exceptional customer experience

* Able to work a flexible schedule including varied shifts that may include evenings,weekends and holidays

Competencies / Attributes

* Exceptional listening and analytical skills

* Excellent communication and interpersonal skills

* Professional demeanor with the ability to maintain confidential information.

* Ability to achieve and maintain departmental standards, policies, and procedures.

* Capable to work independently and prioritize tasks with a high level of detail.

* Excellent telephone etiquette

* Strong knowledge of Customer Care practices

Working Conditions /Physical Requirements

The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, files, books, small parts; driving an automobile, etc. No special physical demands are required to perform the work.

The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, libraries, and residences or commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, etc. The work area is adequately lighted, heated, and ventilated.

We offer a competitive salary and outstanding benefits package that includes medical, dental, vision, life Insurance, paid vacation and sick days, paid holidays, tuition reimbursement and 401(k) with company match. In addition, associates of SBH may take advantage of our in house salon with complementary services and a varied selection of food options at our corporate campus. Also, featured at our corporate campus, is both a Sally Beauty and CosmoProf Professional onsite store, where associate.