ZipRecruiter

Log In

1

Customer Service Quality Jobs (NOW HIRING)

Parsons Corporation

Customer Service Quality Manager

$103K - $181K/yr

Parsons is seeking a Customer Service Quality Manager with a good knowledge of basic quality concepts in the construction and equipment installation areas and excellent personal relationship skills ...

REVOLVE

Customer Service QA Lead

Cerritos, CA · On-site

$28 - $30/hr

Customer Service QA Lead Meet REVOLVE: REVOLVE is the next-generation fashion retailer for Millennial and Generation Z consumers. As a trusted, premium lifestyle brand, and a go-to online source for ...

NOV, Inc.

Service Quality Manager

Houston, TX · On-site

Quality Management System * Create, update, and implement local and operations procedures to meet ... Ensure that the department's service delivery complies with customer requirements, government ...

NOV

Service Quality Manager

Conroe, TX

Quality Management System * Create, update, and implement local and operations procedures to meet ... Ensure that the department's service delivery complies with customer requirements, government ...

Hologic

Service Quality Engineer Lead

Newark, DE

$120K - $188K/yr

... customer feedback, and using those insights to increase efficiency and elevate service quality ... across the department and the broader organization. Essential Duties and Responsibilities: * Works ...

Boeing

Product & Service Quality Manager

Auburn, WA · On-site

Product & Service Quality Manager Company: The Boeing Company Boeing Commercial Airplanes (BCA) is ... Adaptability, Communication, Continuous Improvement, Customer Focus, Managing Conflict, Building ...

Boeing

Product & Service Quality Manager

Auburn, WA · On-site

Product & Service Quality Manager Company: The Boeing Company Boeing Commercial Airplanes (BCA) is ... Adaptability, Communication, Continuous Improvement, Customer Focus, Managing Conflict, Building ...

next page

Showing results 1-20

People also search for

All JobsCustomer Service Quality Jobs

Customer Service Quality information

See salary details

$9

$18

$26

How much do customer service quality jobs pay per hour?

As of Jun 6, 2026, the average hourly pay for customer service quality in the United States is $18.80, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $20.91 per hour, depending on experience, location, and employer.

What is the difference between Customer Service Quality vs Customer Service Representative?

AspectCustomer Service QualityCustomer Service Representative
Primary FocusEnsuring overall service standards and improving customer satisfaction metricsHandling individual customer inquiries and resolving issues
Required SkillsQuality assurance, communication, problem-solving, data analysisCommunication, problem-solving, product knowledge
Work EnvironmentMonitoring, training, and evaluating service processesDirect interaction with customers via phone, email, or chat
Common CertificationsCustomer service certifications, quality assurance trainingCustomer service certifications, product-specific training

Customer Service Quality focuses on maintaining and improving service standards across the organization, while Customer Service Representatives handle direct customer interactions. Both roles are essential for delivering excellent customer experiences but differ in scope and responsibilities.

How does a Customer Service Quality professional typically collaborate with other departments to improve service standards?

Customer Service Quality professionals often work closely with teams such as operations, training, and customer support to analyze performance metrics and identify areas for improvement. They facilitate regular feedback sessions, share insights from customer interactions, and help design training programs to address common pain points. This cross-functional collaboration ensures that service standards are consistently met and that any recurring issues are addressed proactively, enhancing overall customer satisfaction and operational efficiency.

What is customer service quality?

Customer service quality refers to the standard of assistance and support provided by a company to its customers before, during, and after a purchase. It encompasses aspects like responsiveness, professionalism, knowledge, and the ability to resolve issues efficiently. High-quality customer service leads to increased customer satisfaction, loyalty, and positive brand reputation. Companies often measure customer service quality through feedback, surveys, and key performance indicators such as response time and resolution rate.

What are the key skills and qualifications needed to thrive as a Customer Service Quality specialist, and why are they important?

To excel as a Customer Service Quality specialist, you need a solid understanding of customer service principles, quality assurance methodologies, and data analysis, often supported by relevant experience or certifications such as COPC or Six Sigma. Familiarity with customer relationship management (CRM) systems, call recording software, and quality monitoring tools is typically required. Strong attention to detail, problem-solving abilities, and effective communication skills help you identify service gaps and provide actionable feedback. These competencies are crucial for driving improvements in service standards, ensuring customer satisfaction, and supporting organizational goals.
More about Customer Service Quality jobs
What cities are hiring for Customer Service Quality jobs? Cities with the most Customer Service Quality job openings:
What are the most commonly searched types of Customer Service Quality jobs? The most popular types of Customer Service Quality jobs are:
What states have the most Customer Service Quality jobs? States with the most job openings for Customer Service Quality jobs include:
What job categories do people searching Customer Service Quality jobs look for? The top searched job categories for Customer Service Quality jobs are:
Customer Service Quality jobs near you
Infographic showing various Customer Service Quality job openings in the United States as of May 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 74% Full Time, 22% Part Time, and 2% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $39,098 per year, or $18.8 per hour.
Customer Service Quality Specialist

Customer Service Quality Specialist

Lennox International

Richardson, TX • On-site

$57K - $74K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 3 days ago

Lennox International rating

7.6

Company rating: 7.6 out of 10

Based on 52 frontline employees who took The Breakroom Quiz

206th of 417 rated machine equipment manufacturers

Job description

Who We Are
Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member's contributions and offers a supportive environment for career development. Come, stay, and grow with us.
What Drives Success
Under general supervision, the Quality Assurance Specialist monitors, evaluates, and analyzes customer interactions across multiple Customer Experience channels and teams, including Customer Service, Technical Support, Warranty, Consumer Support, LITC, and all chatbot platforms.
This role requires direct Consumer Support experience to effectively assess interactions and support service quality expectations specific to that environment.
In addition to quality monitoring responsibilities, this individual will play a key role in onboarding and training new Consumer Support representatives in both Richardson and the Lennox India Technology Centre (LITC).
The role ensures consistent service quality, adherence to policies and procedures, and a high-quality customer experience through structured evaluations, deep dive analysis, and actionable feedback. The Quality Assurance Specialist partners closely with Training and Leadership to identify trends, drive continuous improvement, and support performance development.
Key Responsibilities
  • Conduct regular quality evaluations of customer interactions across multiple channels, including:
    • Phone, email, chat, and case interactions
    • Automated and AI-driven chatbot responses
    • Interactions handled by Customer Service, Technical Support, Warranty, Consumer Support, and LITC teams
  • Apply established quality standards, scorecards, and evaluation criteria to assess compliance with:
    • Policies and procedures
    • Technical and product knowledge
    • Customer experience and soft skill expectations
    • Accuracy, efficiency, and resolution quality
  • Document evaluation results clearly and consistently, maintaining accurate quality records and performance data.
  • Perform deep dive analyses to identify root causes, performance trends, recurring issues, and systemic gaps across teams, channels, or tools.
  • Prepare and deliver actionable insights, summaries, and trend reporting to support leadership and Training decision making.
  • Partner with the Training team to identify skill gaps and learning opportunities, supporting targeted training, refreshers, and coaching initiatives.
  • Lead and support onboarding of new Consumer Support representatives in Richardson and LITC, ensuring consistent training delivery, readiness, and alignment to customer experience standards.
  • Support the feedback and development process by providing objective, constructive input used in coaching conversations and performance improvement plans.
  • Participate in calibration sessions to ensure scoring consistency, alignment, and fairness across evaluators and departments.
  • Assist in the development, refinement, and maintenance of quality monitoring standards, scorecards, and evaluation processes as business needs evolve.
  • Serve as a subject matter expert for quality expectations, Consumer Support experience standards, and evaluation methods.
  • Monitor and evaluate chatbot performance to ensure responses are accurate, compliant, customer friendly, and aligned with service standards; flag gaps and recommend improvements.
  • Collaborate cross-functionally with Quality, Training, Knowledge Management, and IT teams to support continuous improvement initiatives.

What We Are Looking For
  • High school diploma or an equivalent combination of education and relevant experience.
  • Minimum of 4 years of related experience in quality assurance, customer service, technical support, warranty, consumer support, or a related Customer Experience environment.
  • Demonstrated experience in Consumer Support is required.

Skills & Competencies
  • Strong written and verbal communication skills, with the ability to clearly document findings and communicate insights.
  • Extensive knowledge of organizational policies, products, services, and customer experience standards.
  • Strong understanding of customer service principles, including customer needs assessment, quality standards, and satisfaction measurement.
  • Analytical mindset with the ability to identify trends, patterns, and root causes from performance data.
  • High attention to detail and consistency in evaluation and documentation.
  • Ability to provide objective, balanced feedback focused on improvement and development.
  • Ability to deliver structured onboarding and training, particularly within Consumer Support environments, across both on-site and remote teams (including LITC).
  • Comfortable working across multiple teams, channels, and technologies, including chatbot and digital support platforms.
  • Proficient with evaluation tools, reporting systems, and standard office applications.

What We Offer
Compensation: This is a salaried non-exempt role. This means that employees are paid a salary and also receive overtime pay when they work more than 40 hours in a week (or as otherwise required by state law). The starting salary range for this role and market is between $56,800-$74,550 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate.
Employees in this role are also eligible for abonus in accordance with the terms of the Company's applicable plan.
Benefits: Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance.
Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per year.
Our Culture: At Lennox, our Core Values of Integrity, Respect & Excellence are ingrained in the fabric of the organization. They define our culture - which is about how we do business and how we treat others. Lennox is not just a workplace; we are a global community that values each team member's contributions. As an equal opportunity employer, we are committed to recruit, develop, and retain talented individuals from a wide range of backgrounds, ensuring that everyone has the opportunity to succeed and contribute to our continued growth and success. At Lennox, you'll take pride in our brands, knowing you are part of something special. Come, stay, and grow with us!
Disclaimers: The compensation and benefits information is accurate as of the date of this posting. Lennox reserves the right to modify this information at any time, with or without notice, subject to applicable law.
#LI-AB1
#LI-onsite

What Lennox International employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

Apply