Quality Coordinator III

Service Experts LLC; Richardson (TX); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Competitive pay

Paid time off

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Life insurance

Disability insurance

Training opportunities

Career development

Job summary

Service Experts LLC in Richardson, TX is seeking a Quality Coordinator to monitor inbound/outbound calls, assess agent demeanor, technical accuracy, and customer service performance.

You will audit emails, chats, and telephone interactions, lead calibration sessions, and identify service improvements to raise customer experience. This role reports to the Lead Quality Control Analyst and supports operational leadership.

Qualifications

• 1 year in customer service or call center experience preferred.
• High School Diploma or GED required.
• Strong verbal and written communication skills.
• Ability to navigate multiple systems and multitask.

Responsibilities

• Review quality of work and performance of Customer Service Agents via recordings and production apps.
• Provide recommendations to improve workflows and accuracy.
• Provide actionable data to track team and individual performance and identify trends.
• Document issues and provide feedback to supervisors and managers.
• Conduct calibration sessions on calls for programs with staff and leadership.
• Help agents improve performance with specific guidance and feedback.
• Report team performance to leadership.

Skills

Verbal communication

Written communication

Interpersonal skills

System navigation

Resolution analysis

Attention to detail

Multitasking

Education

High School Diploma/GED

Job description

Welcome! The Quality Coordinator is responsible for monitoring inbound/outbound calls and assess agent’s demeanor, technical accuracy, customer service performance and conformity to company policy. This includes auditing incidents deriving from emails, chats, and telephone interactions along with reviewing and investigating customer survey responses for the Support Center. The Coordinator will also be responsible for facilitating calibration/group sessions regarding our quality program and is responsible for identifying areas of service improvements and developing programs that improve the customer’s experience. The Quality Coordinator is responsible for the overall quality of the customer interactions, making improvement recommendations which will be rolled up to the Lead Quality Control Analyst and reported to the Support Center’s General Manager and Operations Manager for any action on recommendations.

Key Responsibilities:

• Review quality of work and performance of Customer Service Agents through the use of recording system and production applications.
• Provides recommendations for change and participates in analysis of work flows and procedures to improve accuracy/efficiency.
• Provides actionable data to compile and track performance at team and individual level, identifying and recognizing the trends.
• Document issues/concerns to provide feedback to Lead Quality Control Analyst and Operations Manager.
• Conducts calibration sessions on calls for all programs with Support Center Agents, Lead Quality Control Analyst, Team Leads, General Manager and Operations Manager.
• Help agents improve their performance with specific instructions and meaningful constructive feedback.
• Report the team’s performance to Lead Quality Assurance Analyst.

Qualifications:

• 1 year in customer service and/or call center (preferred)
• Excellent verbal and written communication skills
• Excellent interpersonal communication abilities
• Ability to navigate multiple systems
• Resolution analysis
• Attention to detail
• Multi-tasking a must

What Do We Offer You as a Service Experts Employee?

• Competitive Pay with incentive opportunities.
• Paid Time Off and Company Holiday Pay.
• Medical, Dental, and Vision Insurance programs.
• 401(k) Retirement Savings Plan with company matching contributions.
• Life Insurance and disability insurance options.
• Supplemental benefit programs.
• World Class Training opportunities through our Experts University.
• Career Development opportunities.

Minimum Experience:

4+ years

Minimum Education:

High School Diploma/GED

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process.

To request an accommodation, please email [e-mail]

Company Home Hello, Future Experts! Welcome to our employment portal, the ultimate destination for reviewing our current job listings and submitting your applications online. Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join us and become an EXPERT! Headquartered in Richardson, TX, Service Experts Heating & Air Conditioning provides HVAC and plumbing maintenance and repair to homes and businesses. A strong focus on the customer experience has persisted throughout Service Experts’ history. Even today, Service Experts continues its strong focus on growth. Our goal is to be the best and biggest in the markets we serve. But one thing has always, and will always, define Service Experts: our unwavering commitment to our customers. Looking for the best when it comes to keeping your home safe, comfortable, and highly efficient? There’s an Expert for that.