Quality Assurance & Customer Experience Specialist

Pencor Services, Inc.; Lehighton (Carbon County); On-site; USD 42,000 - 62,000; Full time

Job summary

Blue Ridge Communications is seeking a Quality Control/Assurance Specialist to perform dual duties: quality control of work orders and quality assurance of customer and agent interactions within the Quality Team.

You will help ensure orders and complaints meet brand standards, monitor interactions, provide coaching feedback, and support training across departments, contributing to a consistently excellent customer experience.

Qualifications

• H.S. Diploma or GED required and Pennsylvania residency preferred.
• Strong communication skills, both oral and written.
• Ability to monitor and evaluate customer interactions for quality.
• Familiarity with order entry processes and CRM/monitoring tools.
• Willingness to learn and adjust to new processes and standards.

Responsibilities

• Perform dual role: quality control of work orders and quality assurance of customer/agent interactions.
• Ensure orders/complaints meet brand standards and are handled with excellence.
• Educate and provide feedback to agents and supervisors for coaching.
• Monitor calls, chats, and emails to uphold interaction guidelines.
• Prepare monthly reports and support training across departments as needed.

Skills

Communication

Time management

Detail oriented

Teamwork

Adaptability

Education

H.S. Diploma or G.E.D.

Tools

ICOMS

VPI software

Excel

Job description

Blue Ridge Communications is seeking a Quality Control/Assurance Specialist to perform dual duties: quality control of work orders and quality assurance of customer and agent interactions within the Quality Team.

You will help ensure orders and complaints meet brand standards, monitor interactions, provide coaching feedback, and support training across departments, contributing to a consistently excellent customer experience.