What are the responsibilities and job description for the Quality Experience Expert position at Moxie Pest Control?
The Quality Experience Expert will be responsible for monitoring assigned experts to ensure that all quality standards, procedures, 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
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
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.
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
- (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
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
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.
Salary : $18 - $19