Quality Assurance Evaluator - CX & Field Ops

Rollins, Inc.; Logan (UT); Hybrid; USD 22,000 - 25,000; Full time

Benefits offered by this job

Health Insurance

401k with company match

PTO for full-time employees

Paid holidays

Paid sick leave

Employee stock purchase plan

Training opportunities

Referral bonuses

Job summary

Fox Pest Control is seeking a Quality Evaluator to assess customer service calls and field service documentation, ensuring alignment with established quality standards. The role involves objective evaluations, documenting findings, and identifying trends to improve customer experience and operational consistency.

The position supports QA across customer service, field operations, and dispatch processes, with in-office/hybrid work and opportunities for growth.

Qualifications

• Strong understanding of customer service principles and contact center operations.
• Excellent attention to detail and commitment to scoring accuracy.
• Clear, professional written and verbal communication skills.
• Ability to listen critically, review documentation, and apply standards without bias.

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 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.
• Dispatch Quality Assurance: review and grade dispatcher performance using QA scorecards and routing templates.
• Document findings and identify recurring trends or improvement opportunities for QA and operations leadership.

Skills

Customer service principles

Attention to detail

Written and verbal communication

Ability to review documentation

Education

High school diploma or equivalent

Tools

Five9

PestRoutes

Excel

Outlook

Job description

Fox Pest Control is seeking a Quality Evaluator to assess customer service calls and field service documentation, ensuring alignment with established quality standards. The role involves objective evaluations, documenting findings, and identifying trends to improve customer experience and operational consistency.

The position supports QA across customer service, field operations, and dispatch processes, with in-office/hybrid work and opportunities for growth.