TCS Employee Experience Quality Monitor Tailored Brands is a leading omnichannel specialty retailer of menswear, including suits, formalwear and a broad selection of business casual offerings. The company aims to help its customers love the way they look and feel for their most important moments by delivering personalized products and services through a convenient network of stores and e-commerce sites. The company’s brands include Men’s Wearhouse, Jos. A. Bank, Moores and K&G Fashion. At Tailored Brands, we value differences and know they make us better. We are always working to make our Company a more diverse, equitable and inclusive (DEI) place to work. About the Job We currently have an exciting opportunity for Quality Monitor within TCS. This individual is responsible for evaluating call, chat and email communications for process adherence, conducting calibrations with TCS management and ensuring that our team members meet company service standards and compliance. In addition, this role analyzes information to support performance improvement, process enhancements, and overall customer satisfaction which requires critical thinking and a detailed understanding of quality assurance practices. This role reports to the Manager, Employee Experience. What You’ll Do | Key Accountabilities Evaluate and review quality of Tailored Customer Solutions representative’s written and verbal communications to ensure compliance with established metrics, call guidelines and processes. Train and motivate representatives to become quality employees through new hire and development training. Maintain and audit the PCI process weekly to comply with the Company's requirements. Provide support with coaching sessions in any departments within TCS as needed. Provide weekly feedback to our business partners with training opportunities and friction based on our internal and external customers interactions. Calibrate calls, chats and emails with management on a weekly basis. Identify trends in cases that could lead to process improvements, operational efficiencies, improvements in customer experience, and training improvements Develop and maintain an understanding of Tailored Customer Solutions customer relationship management system (CRM), key performance indicators (KPIs), and metrics to facilitate an understanding of representative accountabilities. •Proactively seek ways to refine Tailored Customer Solutions training based on trends analyzed through quality assessments and calibrations Other duties as assigned What You’ll Bring | Skills & Experience High School Diploma or equivalent required; bachelor’s degree preferred Must have maintained a Contact Center representative quality score average of 85% or above Bilingual (English and French/Spanish), a plus Exceptional listening and analytical skills Strong knowledge of multiple Contact Center business channels Understanding of Tailored Brands customer care processes and techniques Tailored Brands retail business principles Familiarity with eCommerce and general knowledge of core systems including Websphere, DOM, Sales Force, Cisco, Sugar, Putty,CW Direct, Oracle, etc. strongly preferred Advanced proficiency with Microsoft Office programs including Word, Excel, and Outlook preferred Demonstrated ability to work in a team environment Ability to take initiative and be proactive with problem solving and follow through Strong organizational, prioritization, and time management skills Ability to work efficiently in a deadline driven environment Demonstrated ability to pay strict attention to detail and deliver high quality results Ability to easily accept and adapt to change and new challenges Flexible to work nights, weekends, holidays, and additional hours as needed based on business needs Houston, Texas area resident Authorized to work for any employer in the United States Please note that you do not need to qualify for all requirements to be considered. We encourage you to apply if you can meet most of the requirements and are comfortable opening a dialog to be considered. Work Environment, Physical & Mental Demands Ability to sit and work at a computer keyboard for extended periods of time Ability to stoop, kneel, bend at the waist, and reach daily Able to lift and move up to 25 pounds occasionally Must utilize visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment Hours regularly 40 hours per week, as work dictates, from the Houston office a minimum of three days per week. Benefits This role is eligible for healthcare including medical, dental and vision, retirement savings (401k with a company match), income protection programs such as life, accident and disability insurance, paid time off for sick leave, vacation, bereavement, jury duty, and holidays, wellbeing program, commuter, adoption assistance, education assistance, legal services, and employee merchandise discounts. For more detailed information go to mytbtotalrewards.com. Work-Life Balance We understand the demands of work, school, family, and personal responsibilities. Through our work-life resources and programs we offer services for every stage of life to help you manage the day-to-day needs. We offer programs such as: Meeting-Free Fridays (encouraged) | so you can catch up on work and self-development Summer Fridays | from Memorial Day to Labor Day so you can enjoy a head-start to the weekend Holiday Early Departure | close out early the business day before a company observed holiday Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job. Work Locations: 01099P Call Center Operations 6380 Rogerdale Rd Houston 77072 Job: Office Organization: Tailored Shared Services Shift: Day Job