Quality Management Specialist

About Mira Home - Pest Control

At Mira Home, we are more than just a pest control company; we are a customer-focused team dedicated to peace of mind. Our mission is simple: we worry about the bugs so our customers don’t have to. We pride ourselves on a culture of independence, safety, and exceptional service. Whether you are a seasoned professional or looking for a new career path, we provide the training and tools necessary to help you succeed in the field.

Taking care of people is at the heart of everything we do, and that starts with our team.

Mira Home exists to create peace of mind for your home, while nurturing a team where people grow, flourish, and become more than they thought possible.

The Quality Management Specialist is responsible for elevating the customer experience across the Customer Care Center (CCC) by evaluating interactions, identifying opportunities, and partnering with Team Leads to drive continuous improvement.

This role listens to and analyzes a high volume of customer interactions, provides structured and actionable feedback, and helps ensure every customer receives a white glove, caring, and confidence-building experience.

Pay & Benefits

Base Pay:

$20-$22 an hour (based on experience)

Additional Benefits

• Health Savings Account (HSA)
• Health, Dental, and Vision Insurance
• Paid Time Off
• HQ Building Perks
  
  

How You Win In This Role

Communication

• Deliver clear, actionable, and consistent feedback on customer interactions
• Translate quality insights into simple, coachable behaviors
• Partner closely with Team Leads to ensure alignment on expectations and standards
  
  

Development

• Identify patterns in performance and coachable opportunities
• Support Team Leads in developing their specialists through targeted insights
• Reinforce behaviors that create a world-class customer experience
• Help define “what great looks like” on every interaction
  
  

Alignment

• Ensure quality standards are consistent across all teams and leaders
• Align grading and feedback with Mira’s values and customer experience goals
• Partner with leadership to maintain a unified approach to customer care
  
  

Innovation

• Identify trends and recommend improvements in:
• Call handling
• Messaging
• Processes
• Training content
• Help evolve quality standards as the business grows
• Contribute to improving CSAT and overall customer perception
  

Leading People

• Influence without direct authority through trust and expertise
• Support Team Leads as partners in coaching and development
• Help build belief in what great customer care looks like
• Elevate the entire team through consistency and clarity
  
  

Your Role in Action

Call Monitoring & Evaluation

• Listen to a high volume of calls, emails, and messages daily
• Evaluate interactions using established quality standards
• Accurately score and document performance
• Ensure consistency and fairness in all evaluations
  
  

Quality Management & Feedback

• Provide clear, specific, and actionable feedback on interactions
• Highlight both strengths and opportunities (3:1 mindset)
• Identify recurring behaviors impacting:
• Customer experience
• Efficiency
• Conversion / retention
• Maintain high standards for what “white glove” service looks like
  

Coaching Partnership

• Partner directly with Customer Care Team Leads to:
• Review quality trends
• Identify coaching priorities
• Align on performance expectations
• Support 1 on 1 coaching efforts with data and insights
• Help leaders coach to behaviors, not just metrics
  

Customer Experience Ownership

• Ensure every interaction is caring, intentional, and solution focused
• Identify trends that negatively impact CSAT
• Recommend improvements to elevate the overall customer journey
  
  

Reporting & Insights

• Track and report on quality performance trends
• Outlier management
• Highlight:
• Top performers
• Common gaps
• Opportunities for improvement
• Help leadership stay closely connected to the voice of the customer
  

Process & Training Improvement

• Collaborate on improving training materials, call scripts and frameworks, and internal processes
• Help standardize best practices across the CCC
• Support onboarding quality calibration for new hires
  
  

What You Bring To The Table

• Strong understanding of customer experience and call quality standards
• Ability to evaluate interactions objectively and consistently
• Excellent communication and feedback skills
• Strong attention to detail and pattern recognition
• Passion for improving performance and developing others
• Ability to influence and collaborate across teams
  
  

Preferred Qualifications

• 1–3 years in a call center or customer service environment
• Experience with call monitoring, QA, or coaching preferred
• Experience working with or supporting Team Leads
• Familiarity with platforms such as NICE CXone
• Experience with FieldRoutes / PestRoutes preferred
• Proficiency in Microsoft Office and Google Sheets
  
  

Alignment with Mira Values

• United – Creates consistency and alignment across teams
• Caring – Ensures every interaction reflects empathy and care
• Intentional – Focuses on meaningful, actionable feedback
• Transformative – Drives continuous improvement and growth