Quality Experience Expert

Moxie Pest Control; Irving (TX); On-site; USD 24,796 - 26,174; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

401(k) & Roth IRA

Paid Time Off

Monthly company events

Job summary

A leading pest control company in Irving is seeking a Quality Experience Expert to ensure quality standards in customer interactions. The ideal candidate will monitor support trends, assess agent performance, and collaborate with management. Key responsibilities include analyzing KPIs and making improvement recommendations. This is an entry-level, full-time position with competitive pay and benefits, contributing significantly to customer satisfaction at the organization.

Qualifications

• 1 year of customer support experience.
• Strong communication and analytical skills.
• Ability to collaborate with Call Center management.

Responsibilities

• Monitor and analyze customer support trends.
• Assess agent performance and make recommendations.
• Compile statistical data including KPIs.

Skills

Customer support experience

Strong communication skills

Analytical skills

Ability to collaborate with management

Knowledge of multiple software platforms

Job description

Join to apply for the Quality Experience Expert role at Moxie Pest Control.

This range is provided by Moxie Pest Control. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$18.00/hr - $19.00/hr

The Quality Experience Expert will be responsible for monitoring assigned experts to ensure that all quality standards, procedures, and guidelines are followed with regard to the delivery of a superior (CX) customer experience. The Quality Experience Expert will be asked to participate in test activities and will understand the context of each interaction and work with department managers to achieve a successful synergy among all existing units. Will also provide actionable insights to DM’s / Management to help improve our overall KPI performance to meet and exceed our designated metrics. The Quality Experience Expert will monitor inbound and outbound calls, email responses, and will utilize all resources available to verify that each interaction is handled properly. Quality Assurance will also assess our experts’ demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

Core Responsibilities

• Monitor and analyze customer support trends
• Follow the criteria for agent performance measurements
• Assess agent performance over time and make recommendations for improvement
• Ensure that quality assurance standards are achieved
• Compile and analyze statistical data, including KPIs
• Identify strategies to implement improved internal processes
• Accurately update the evaluation tracker
• Attend required meetings to address trending data and to note improvements or regressions
• Participates in the design of call monitoring formats and quality standards
• Provides actionable data to various internal support groups as needed
• QA Expert should be detailed oriented and understand all aspects of the QA performance standards that will improve our delivery to customers and collaborate with our DM’s to meet the expected outcomes
• QA Experts are expected to monitor a minimum of 10 - 15 experts daily and meet all monthly expectations and aligned KPI’s

Who You Are

A strong (CX) Customer Experience champion who strives to consistently provide the best possible quality delivery in each interaction. Promote the (4) Impressions within all value added delivery of work in consideration of how we talk to or treat our customers.

• 1 year of customer support experience
• Strong communication & analytical skills
• Ability to collaborate with Call Center management to examine and work through quality related issues
• Ability to work within multiple software platforms
• Can develop and maintain effective working relationships with co‑workers and management
• Be a vocal presence to support the DM’s in improving the team daily and keep an open line of communication with each team member

About Us

Moxie Pest Control is named for the drive and enthusiasm embraced by our team! Our mission is to improve the quality of life for our customers, team, and community.

We believe in striving to do the right thing because we genuinely care about our employees and customers, the work we do, and our personal and professional character.

We’re more than just a pest control company!

What We Live By

Do The Right Thing

We believe in striving to do the right thing because we genuinely care about our customers.

Be Kind

We think kindness is contagious, and we believe small gestures can have a big impact.

Be The Solution

It’s an understatement to say we take pride in our work. We live by the motto: “If a thing is worth doing, it’s worth doing well.”

Keep Improving

Because we care about helping our customers, we take our job knowledge seriously.

Here’s What We Offer

• Competitive pay – Base salary PLUS commission opportunities!
• Award‑winning workplace – Named a Top Place to Work since 2021
• Comprehensive benefits – Medical, dental, vision, and more
• 401(k) & Roth IRA – Because your future matters
• Paid Time Off – Work‑life balance is important to us!
• Monthly company events & recognition programs
• Service projects – Be part of something bigger than just a job

AAP / EEO Statement

Moxie Pest Control provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

Moxie Pest Control absolutely prohibits any form of unlawful employee harassment or discrimination based on any of the characteristics mentioned above. Improper interference with the ability of other employees to perform their expected job duties will not be tolerated.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Seniority level

Entry level

Employment type

Full‑time

Job function

Quality Assurance

Industries

Consumer Services

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