Essential Functions:
Duties are listed in order of greatest importance. Other responsibilities may be assigned. Reviews and evaluates associate handling of customer interactions and support activities against performance expectations and documents observations regarding whether parameters were achieved.

• Duties are listed in order of greatest importance. Other responsibilities may be assigned. Reviews and evaluates associate handling of customer interactions and support activities against performance expectations and documents observations regarding whether parameters were achieved.
• Maintains current knowledge of all processes and procedures to ensure evaluations are completed accurately
• Maintains regular practice of completing Associate work tasks (e.g., handling calls, emails, completing activities, etc.) and serves as a supporting resource to Central Execution Operations during peak workload periods.
• Identifies and reports additional team-level trends, red flags, and unanticipated parameters (e.g., number of transfers to other departments)
• Participates in calibration sessions facilitated by Central Teams Quality Assurance Supervisors to ensure evaluations are consistent across Specialists.
• Gathers and provides actionable feedback to Central Teams Operations leadership regarding work tasks and customer interactions.
• Participates in specific business-unit Operations Support projects by providing Operations subject matter expertise (e.g., technology, tips for efficiency)
• Customer Focus (Basic)- Knowledge of general differences between internally and externally focused organizations. This includes the ability to cite the cost and benefits of good versus poor customer service and explain why customer satisfaction is important to successful product/service delivery. This also includes the ability to focus activities on developing and maintaining positive customer relationships. 
• Accuracy and Attention to Detail (Advanced)- Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy. Processes large quantities of detailed information with high levels of accuracy. Productively balances speed and accuracy. Implements a variety of cross-checking approaches and mechanisms. Evaluates and makes contributions to best practices. Demonstrates expertise in quality assurance tools, techniques, and standards. Employs techniques for motivating personnel to meet or exceed accuracy goals.
• Customer Support Policies, Standards, and Procedures (Intermediate)- Knowledge of the organization's customer support policies, standards and procedures and ability to guide customers on all company interactions. Interprets documentation on the policies and standards regarding contact with the customer. Follows standards and procedures that are relevant to one's own function and initiative. Provides feedback in order to improve standard procedures. Contributes to the development and implementation of specific procedures. Assesses inquiries for the need to escalate for further review or approval.
• Process Improvement (Basic)- Maintains focus on the continuous improvement of processes, products and services. Identifies the main processes for which the group is responsible. Demonstrates the ability to improve on ways of doing things. Applies the concept of continuous improvement to identify opportunities for greater efficiency. Seeks help to implement ideas for process improvement for the group.
• Central Execution Technologies (Basic)- The ability to identify major technologies used within the central execution call center. This includes the ability to support major systems used by central execution staff and describe rationale behind planned changes to local environment
• Analytical Thinking (Basic)- Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business. Gives examples of how analytical thinking has been used to resolve problems. Names specific tools or techniques that can be used to support the analytical thinking process. Describes specific software applications or products used for business analytics. Helps others research and learn more about business analytics tools and applications.
• Data Gathering and Reporting (Intermediate)- The ability to participate in projects to gather data for needs analysis and to customize data fields to meet clients' needs. This includes the ability to interpret and explain results of a data-gathering initiative, assess common problems and obstacles, and detect and summarize patterns in findings by producing simple reports.
• Communicating Effectively (Intermediate)- The skill to write, present, and listen effectively. This includes adjusting the amount, style, and content of the information to fit the audience. This also includes the ability to convey a compelling message.
• Decision Making (Intermediate)- The ability to solve tough and complex problems. This includes the ability to effectively glean meaning from available data, be a quick study of the new and different, add personal wisdom and experience to arrive at the best solution given the information available, and use multiple problem-solving tools and techniques.
• Demonstrating Personal Flexibility (Intermediate)- The ability to demonstrate resourcefulness and resilience in the face of change, obstacles, and adversity. This includes adapting to competing demands and shifting priorities. This also includes improving adaptability, pursuing new skills and knowledge, and regularly seeking feedback from others.
• Dealing with Trouble (Intermediate)- The ability to quickly and directly address problems, find common ground, and persevere on tough assignments. This includes a willingness to be centrally involved in debates and facilitating conflict discussion and resolution.
• Managing Diverse Relationships (Basic)- The ability to relate to a wide variety of people of diverse backgrounds, opinions, and experiences. This includes being open to differences, quickly finding common ground, and being respectful of others.
• Getting Organized (Intermediate)- The ability to be organized, resourceful, and planful. This includes the ability to leverage multiple resources to get things done and lay out tasks in sufficient detail. This also includes the ability to get things done with less and in less time, work on multiple tasks at once without losing track, and to foresee and plan around obstacles.

Requirements:
• High school diploma or equivalent
• 3 years experience in a defined process role
• 2 years Central Execution Experience
• 2 years Experience working cross-functionally
• 2 years Experience providing recommendations on business process
• 1 year Experience gathering and evaluating business processes
• 1 year Experience working on multiple projects simultaneously

Preferences:
• Bachelor's degree in a related field

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit our benefits page.

Lowe's hourly remote associates cannot reside in Alaska, California or Hawaii. Lowe's salaried remote associates cannot reside in Alaska or Hawaii.

Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.

Qualified applicants with arrest or conviction records will be considered for Employment in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.

Lowe’s believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, assets, information and products; partnering, supervising, and regularly working with other Lowe’s employees; and adhering to and monitoring compliance and safety guidelines.