Quality Evaluator

Overview

Job Summary

The Quality Evaluator reviews customer service calls and field service documentation to measure performance against established quality standards. This role completesaccurate, objective evaluations, documents clear findings, and helpsidentifytrends that improve the customer experience, employee performance, and operational consistency.

Who is Fox?

Founded in 2012, Fox Pest Control has experienced dramatic growth over the last several years, ranking on the INC 5000 list two years in a row and was awarded the Utah Business Magazine Fast 50 award in 2022. With over 30 locations across the country in 15 states, Fox's growth is attributed to its solid core values and mission to develop confident leaders and empower individuals to provide strong, outstanding service.

We aren't just a pest control company that provides top-quality service. Our number one priority is to develop and strengthen lasting relationships with our employees, customers, and anyone else with whom we come in contact. By building up leaders and maintaining positive relationships with our customers, we work to make a difference in the lives of our employees and community. We focus on RELATIONSHIPS FIRST and SERVICE ALWAYS.

What We Offer

• Starting at $16 - $18 per hour
• Competitive Health Insurance including Medical, Dental, and Vision for full-time employees
• 401k with a generous company match
• PTO for Full-time individuals
• Paid Holidays for full-time employees
• Paid Sick leave and Bereavement for FT/PT employees
• Employee Stock Purchase Plan
• Empowering and positive workplace culture
• Strong potential and room for growth with an Individualized Leadership Plan for every team member
• Paid hands-on training opportunities
• Referral bonuses

A day in the life of a Quality Evaluator:

• Customer Service Call Quality:

• Review and score assigned recorded or live customer service calls using approved standards and procedures.

• Evaluate accuracy, professionalism, empathy, ownership, documentation, resolution, and compliance with company expectations.

• Document clear, objective, evidence-based findings and complete evaluations within established volume and turnaround expectations.

• Field Quality Assurance:

• Review technician notes, service records, and customer account documentation for completeness, accuracy, professionalism, and adherence to procedures.

• Grade field performance using approved field QAprocessesand supporting account information.

• Verify that notes clearly describe work completed, customer communication, recommendations, follow-up needs, and unresolved concerns.

• Identify missing, inconsistent, or unclear documentation and flag items requiringadditionalreview.

• Escalate serious, recurring, or compliance-related concerns to the appropriate leader.

• Support special field QA reviews and quality projects as assigned.

• Dispatch Quality Assurance

• Review and grade dispatcher performance using approved QA scorecards, company standards, and established procedures.

• Evaluate routes for efficiency, including geographic alignment, technician capacity, drive time, and balanced workloads.

• Verify that routing templates are built andmaintainedcorrectly based on company requirements and operational needs.

• Confirm dispatchers consistently follow scheduling, routing, documentation, and customer-service standards.

• Document findings andidentifyrecurring trends or improvement opportunities for QA and operations leadership.

• Calibration and Consistency:

• Apply evaluation standards fairly and consistently across employees, branches, regions, and interaction types.

• Participate in calibration sessions and incorporate agreed scoring guidance into future evaluations.

• Ask for clarification when standards or available evidence do not support a confident score.

• Maintain working knowledge of customer service expectations, field procedures, promotions, policies, and system updates.

• Protect confidential customer, employee, and company information.

• Provide respectful, factual evaluation comments focused on observable behavior and documented performance.

• Reporting and Process Improvement:

• Track evaluation results andassistwith regular or ad-hoc QA reporting.

• Identify trends, repeated errors,…