Customer Service Quality Specialist

Job Description

Founded in 1956, the Jacuzzi® Brand has grown to become the modern-day Jacuzzi Group-- the premier manufacturer of functional products for the home and outdoor space found in more than 60 countries. Jacuzzi Bath Remodel is the fastest growing business unit of Jacuzzi Group with 7 successful locations launched nationwide in under 3 years. Jacuzzi Bath Remodel combines our premium materials, knowledgeable sales team, experienced in-house certified installers and over 60 years of proven excellence to deliver the highest standard of customer satisfaction.

The Customer Service- Quality Specialist is responsible for process improvement including gap analysis, quality assurance of calls and continuous education/training of the Customer Care Team.

KEY RESPONSIBILITIES

Monitor and evaluate customer interactions, including phone calls and emails, to ensure quality standards are met

Oversee the day-to-day operations, ensuring effectiveness and compliance with established processes

Create/improve department processes and training tools to align with business expectations

Collect and analyze data related to operations, performance metrics, and key performance indicators (KPIs).

Produce reports while analyzing data to identify trends and patterns; conduct quarterly reviews.

Collaborate with Customer Care Management to implement quality improvement initiatives

Conduct root cause analysis on data quality issues, develop corrective action plans.

Participate in ongoing training and development of Customer Care Team to address any process issues, productivity issues, and work on continuous improvement.

Utilize comprehensive knowledge of Operations to efficiently execute and oversee critical procedures, ensuring customer satisfaction.

Work closely with other departments (such as finance, marketing, and operations) to achieve organizational goals'

Requirements

Previous experience as a Quality Specialist within a call center or customer service environment

Strong Operations knowledge (with a preference for experience in Manufacturing Operations)

Strong knowledge of call center operations and quality monitoring techniques

Excellent analytical and problem-solving skills

Strong attention to detail

Excellent communication and interpersonal skills

Proficient in using CRM and call center software

Ability to work independently and as part of a team

Benefits

Hourly pay rate $27+ based on experience

Full medical, dental, vision, life, and disability insurance plans

Paid vacation and holidays

Paid Training

401(k) retirement savings program, with matching.

Advancement Opportunities