Job Description
Job Description
By joining Reliable as a Customer Service Quality Assurance Representative, you’ll become an important team member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliable, we pride ourselves on the fact that we provide limitless opportunities for growth, and we encourage it by rewarding our Team Members for their success in many ways. If you’re ready to find your limitless – join us!
Summary
The Customer Service Quality Assurance Representative is responsible for monitoring, evaluating, and coaching Customer Service Representatives (CSRs) in the Call Center to ensure high standards of call quality, effective sales positioning, and customer loyalty. This role ensures adherence to company policies, procedures, and regulatory guidelines.
Essential Functions
- Monitor and evaluate CSR performance using the call quality model and rating guide to ensure standards are met and identify areas for improvement.
- Maintain detailed records of customer experience and sales performance metrics.
- Conduct call monitoring through dial-in, side-by-side, or sit-in methods to assess consistency and adherence to company initiatives, customer experience and sales goals.
- Provide ongoing coaching through one-on-one sessions, huddles, and team meetings to close knowledge gaps and enhance CSR performance.
- Collaborate with Call Center Managers to align CSR goals and action plans with departmental objectives.
- Track and document quality evaluations and performance metrics for each CSR.
- Participate in weekly management calibrations to ensure consistency in evaluations. Create action plans and follow up on performance improvements.
- Generate weekly and monthly reports summarizing call quality trends, findings, and recommendations for management.
- Develop and deliver refresher training presentations and job aids to reinforce performance standards.
- Recommend training refreshers based on quality trends and gap analysis.
- Contribute to the development of new training materials and updates to policies and procedures to enhance CSR productivity and service quality.
- Deliver coaching and performance feedback in accordance with call quality standards.
- Assist in, or independently deliver, training as needed.
- Participate in meetings and special projects as assigned by management.
- Maintain thorough knowledge of policies, procedures, and product offerings across all lines of business.
- Perform other duties as assigned by management.
Qualifications
- High School diploma or equivalency required. Bachelor’s degree preferred.
- Proven experience in leading, coaching, or training customer service teams, preferably in a call center environment.
- Demonstrated success in coaching CSRs to meet or exceed performance and sales targets.
- Experience delivering training and coaching in classroom settings.
- Skilled in evaluating calls and providing actionable coaching aligned with quality, sales, and performance goals.
- Energetic, adaptable, and able to thrive in a fast-paced, evolving environment.
- Creative in developing coaching strategies that foster a customer-focused, sales-driven culture.
- Strong verbal and written communication skills.
- Passionate about delivering exceptional customer service, identifying root causes of issues, and promoting continuous improvement.
- Proficient in Microsoft Office (Outlook, Excel, PowerPoint).
- Strong analytical, problem-solving, and multi-tasking abilities.
- High attention to detail and capacity to manage high volumes effectively.
- HVAC industry coaching experience is considered a strong asset.
- Proficiency in Service Titan is preferred.
- Innovative and resourceful approach to coaching and performance improvement.
- Available to provide ad hoc coaching or training during periods of low call volume.
Please note that any offer of employment is conditional upon successful completion of a background check, drug screen, and motor vehicle record review (as applicable).
Reliable is proud to be an equal opportunity employer, celebrating diversity and creating an inclusive environment for all employees. We do not discriminate in our employment practices based on race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, genetic information, pregnancy or related condition, marital status, military or veteran status or any other basis protected by federal, state, or local law.