Client Services Specialist II

SGS Consulting; Tennessee; On-site; USD 55,000 - 75,000; Full time

Job summary

SGS Consulting in the United States is seeking a Quality Operations Specialist to act as a subject matter expert, uphold departmental standards, and promote continuous improvement across multiple products and platforms.

You will conduct regular quality audits, support commission operations and debt management, analyze transactions, and document agent interactions in internal systems, while guiding peers through cross-training.

Qualifications

• Associates degree in related field or equivalent experience is preferred.

Responsibilities

• Serves as a subject matter expert and quality advocate, ensuring adherence to departmental standards and promoting a culture of continuous improvement.
• Conducts regular quality audits across multiple products and platforms to ensure compliance and drive operational efficiency.
• Supports commission operations and debt management processes, including agent account reconciliation, payment tracking, and collection efforts.
• Collaborates cross-functionally to resolve service issues, identify process improvements, and deliver consistent, high-quality support.
• Responds to agent inquiries via phone and email, providing accurate information and empathetic, solutions-focused service.
• Analyzes and processes commission-related transactions, identifies trends or recurring issues, and works proactively to develop corrective actions.
• Utilizes internal systems to document all agent interactions, maintain accurate records, and generate reports related to agent debt and commissions.
• Participate in department cross-training and provide technical guidance to peers as needed.

Skills

Excel

SQL

Education

Associate degree

Job description

Job Responsibilities:

• Serves as a subject matter expert and quality advocate, ensuring adherence to departmental standards and promoting a culture of continuous improvement.
• Conducts regular quality audits across multiple products and platforms to ensure compliance and drive operational efficiency.
• Supports commission operations and debt management processes, including agent account reconciliation, payment tracking, and collection efforts.
• Collaborates cross-functionally to resolve service issues, identify process improvements, and deliver consistent, high-quality support.
• Responds to agent inquiries via phone and email, providing accurate information and empathetic, solutions-focused service.
• Analyzes and processes commission-related transactions, identifies trends or recurring issues, and works proactively to develop corrective actions.
• Utilizes internal systems to document all agent interactions, maintain accurate records, and generate reports related to agent debt and commissions.
• Participate in department cross-training and provide technical guidance to peers as needed.

Skills:

• Proficient in Excel.
• SQL experience a plus.

Education/Experience:

• Associates degree in related field or equivalent experience is preferred.