Quality Coordinator III — Elevate Customer Experience

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

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.