Quality Assurance Auditor – Customer & Field Ops (Hybrid)

Industrial Fumigant Company; Logan (UT); Hybrid; USD 22,000 - 25,000; Full time

Benefits offered by this job

Starting pay $16–$18 per hour

Health Insurance (Medical/Dental/Vison

401k with company match

PTO for full-time

Paid Holidays for full-time

Paid Sick leave and Bereavement

Employee Stock Purchase Plan

Growth opportunities

Paid training opportunities

Referral bonuses

Job summary

Fox Pest Control is seeking a Quality Evaluator to review customer service calls, field service notes, and dispatch records to ensure quality standards are met.

You will score accuracy and professionalism, document evidence-based findings, and help identify trends to improve customer experience, employee performance, and operational consistency.

This in-office/hybrid role includes paid training, competitive benefits, and opportunities for personal growth within Fox’s service-first culture.

Qualifications

• High school diploma or equivalent and 1+ year of customer service, contact center, or field operations experience; quality assurance or auditing experience preferred.

Responsibilities

• Review and score assigned recorded or live customer service calls using approved standards and procedures.
• Evaluate accuracy, professionalism, empathy, ownership, documentation, resolution, and compliance with company expectations.
• Document clear, objective, evidence-based findings and complete evaluations within established volume and turnaround expectations.
• Review technician notes, service records, and customer account documentation for completeness, accuracy, professionalism, and adherence to procedures.
• Grade field performance using approved field QA processes and supporting account information.
• Verify that notes clearly describe work completed, customer communication, recommendations, follow-up needs, and unresolved concerns.
• Identify missing, inconsistent, or unclear documentation and flag items requiring additional review.
• Escalate serious, recurring, or compliance-related concerns to the appropriate leader.
• Support special field QA reviews and quality projects as assigned.
• Review and grade dispatcher performance using approved QA scorecards, company standards, and established procedures.
• Evaluate routes for efficiency, including geographic alignment, technician capacity, drive time, and balanced workloads.
• Verify that routing templates are built and maintained correctly based on company requirements and operational needs.
• Confirm dispatchers consistently follow scheduling, routing, documentation, and customer-service standards.
• Document findings and identify recurring trends or improvement opportunities for QA and operations leadership.
• Apply evaluation standards fairly and consistently across employees, branches, regions, and interaction types.
• Participate in calibration sessions and incorporate agreed scoring guidance into future evaluations.
• Ask for clarification when standards or available evidence do not support a confident score.
• Maintain working knowledge of customer service expectations, field procedures, promotions, policies, and system updates.
• Protect confidential customer, employee, and company information.
• Provide respectful, factual evaluation comments focused on observable behavior and documented performance.
• Track evaluation results and assist with regular or ad-hoc QA reporting.
• Identify trends, repeated errors, and strengths that may indicate coaching, training, or process needs.
• Communicate findings promptly to QA leadership and relevant operational partners.
• Contribute to initiatives that improve customer experience, employee performance, and operational consistency.

Skills

Customer service principles

Contact center operations

Active listening

Documentation review

Attention to detail

Written communication

Verbal communication

Organizational skills

Time management

Judgment

Five9

PestRoutes

Excel

Outlook

Calibration

Education

High school diploma or equivalent

Tools

Five9

PestRoutes

Excel

Outlook

Job description

Fox Pest Control is seeking a Quality Evaluator to review customer service calls, field service notes, and dispatch records to ensure quality standards are met.

You will score accuracy and professionalism, document evidence-based findings, and help identify trends to improve customer experience, employee performance, and operational consistency.

This in-office/hybrid role includes paid training, competitive benefits, and opportunities for personal growth within Fox’s service-first culture.