Quality Assurance Evaluator - Contact Center

Overview

Walk-in Wednesdays! We will be holding open interviews Wednesday, September 30 & October 7 from 10:00am-6:00pm! We are located at 111 S. 1st Ave, Wausau, WI 54401.

Great brands reflect culture. The best ones help shape it. At Foot Locker, we’re rooted in sport, powered by style, and driven by the communities that move both. From Foot Locker and Kids Foot Locker to Champs Sports, WSS, and atmos, our brands sit at the intersection of sport, style, and self-expression. 

As part of the DICK’S Sporting Goods family, you’re backed by the resources, reach, and career opportunities of a world-class sports company. That unleashes Foot Locker to keep pushing forward with the agility and edge that define the brand. We’re looking for great people who want to influence culture and the generation that is shaping what’s next.  

Whether you’re building strategy, shaping innovations, or creating unforgettable customer moments, you’ll contribute to decisions and experiences that define our brands’ impact in the communities we serve. 

Come change the game with us. Apply today! 

We are looking for a full-time Quality Assurance Evaluator to monitor, evaluate, and provide objective feedback on customer interactions across Contact Center, Support, and Training operations. In this role, you will identify opportunities for improvement, support employee development, and promote consistent adherence to company standards, policies, and customer experience expectations.

 

This position is located on-site in our Wausau, Wisconsin office.

 

Schedule: Monday-Friday 8:00am-4:00pm

 

Next available training start date: October 26

 

Training: You will attend 3 weeks of Customer Care Training from either 8:00am-12:30pm or 1:00pm-5:30pm. Additionally, there will be in-department training during your regularly scheduled shifts.

 

What our employees say they love most about working here:

• Their coworkers!
• The atmosphere: welcoming & sense of belonging
• Recognition and appreciation from leadership
• Problem-solving and helping customers
• Learning about the business
• Laid back environment
• Weekends off

Responsibilities

• Evaluate customer interactions (including calls, chats, emails, and other customer contact channels) using established quality standards and evaluation criteria
• Monitor and score Contact Center Specialists, Support Department Specialists, and Trainees for customer service quality, policy adherence, accuracy, professionalism, and effectiveness
• Provide clear, objective, and actionable feedback to support employee development and continuous improvement
• Conduct coaching sessions with Specialists to review quality evaluations, recognize strengths, and identify opportunities for improvement
• Attend calibration sessions with Quality Assurance Supervisor to ensure consistency, accuracy, and uniformity
• Provide support to other departments and assist with contact center phone call volume as needed

Qualifications

• Computer proficiency, including the ability to multi-task
• Excellent written and verbal communication skills
• Professionalism when speaking with internal and external customers
• Ability to deal with problems involving several variables in standardized situations and interpret customer interactions in a standardized way
• Demonstrated customer service experience (preferably in a contact center environment)
• Basic math skills using whole numbers and decimals

#LI-AF1

Benefits

Pay rate: $16.50 / hr

• 30-50% employee discount
• Paid time off: 8 personal days & 10+ vacation days per year, plus holidays
• Medical / dental / vision coverage
• 401(k) / Roth 401(k)
• Education reimbursement program
• Life insurance
• Casual dress code – Wear your sneakers to work!
• Employee referral bonus
• Opportunities for advancement
• Recognition and appreciation programs
• Learning and development platforms
• Employee Resource Groups