Quality Coordinator III: Customer Experience & Calibration

Service Experts; Richardson (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive pay

PTO & holidays

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Life Insurance

Disability Insurance

Training programs

Career development

Job summary

Service Experts is seeking a Quality Coordinator to monitor inbound/outbound calls and assess agent performance across demeanor, accuracy, and policy adherence. You will audit emails, chats, and calls, and support calibration sessions to drive continuous improvement in customer experiences.

The role partners with the Support Center leadership to identify service gaps, develop improvement programs, and report findings to the General Manager and Operations Manager.

Qualifications

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

Responsibilities

• Review quality of work and performance of Customer Service Agents through the use of recording system and production applications.
• Provide recommendations for change and participate in analysis of workflows to improve accuracy/efficiency.
• Provide actionable data to track performance at team and individual levels, identifying trends.
• Document issues/concerns to supply feedback to leadership.
• Conduct calibration sessions on calls for all programs with Support Center staff and managers.
• Help agents improve performance with specific instructions and constructive feedback.
• Report team performance to leadership and managers.

Skills

Verbal communication

Written communication

Interpersonal skills

Multi-tasking

Attention to detail

System navigation

Education

High School Diploma/GED

Job description

Service Experts is seeking a Quality Coordinator to monitor inbound/outbound calls and assess agent performance across demeanor, accuracy, and policy adherence. You will audit emails, chats, and calls, and support calibration sessions to drive continuous improvement in customer experiences.

The role partners with the Support Center leadership to identify service gaps, develop improvement programs, and report findings to the General Manager and Operations Manager.