Quality Expert

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

$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.

• 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

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

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!

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

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

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.”

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

• 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…