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ON.energy

Director of Service Quality

Houston, TX · On-site

The Director will partner closely with Service, Commissioning, Engineering, Supplier Quality, Project Management, Operations, and Customer-facing teams to improve system reliability, reduce repeat ...

Customer Service | Full-Time

Customer Care Agent

Midway, GA · On-site

$14.25 - $19/hr

Customer Care Agent MCI is one of the fastest-growing tech-enabled business services companies in ... qualities: * Must be 18 years of age or older * High school diploma or equivalent * Excellent ...

Benson Systems

CSR Customer Service Specialist

Tempe, AZ · On-site

$15.50 - $21.25/hr

CSR Specialist At Benson, we're more than just a company; we're a dedicated team making a real ... Quality Assurance Policies: Craft, enact, and uphold quality assurance policies and protocols that ...

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How much do customer service quality jobs pay per hour?

As of Aug 14, 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.
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What states have the most Customer Service Quality jobs?

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Customer Service Quality jobs near you
Infographic showing various Customer Service Quality job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 19% Part Time, and 3% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $39,098 per year, or $18.8 per hour.

Customer Service Quality Policy Analyst I

ASM Research

Fairfax, VA • On-site

Full-time

Re-posted 5 days ago

ASM Research rating

8.6

Company rating: 8.6 out of 10

Based on 14 frontline employees who took The Breakroom Quiz

32nd of 223 rated it services

Job description

The Customer Service Quality Policy Analyst I administers quality assurance and monitoring programs for contact center operations that support mission-critical services in a highly regulated enterprise environment. It evaluates customer interactions, escalations, and performance data to ensure adherence to defined quality standards, service policies, and customer experience expectations. The role develops and maintains quality policies, procedures, and training materials while driving continuous improvement based on customer feedback and operational metrics.
Key Responsibilities
  • Apply structured quality monitoring techniques, including call evaluation scoring models and audit methodologies, to assess service delivery performance across contact center operations.
  • Analyze customer satisfaction surveys, feedback channels, and key performance indicators to identify root causes of service issues and recommend corrective and preventive actions.
  • Develop, review, and refine quality assurance policies, procedures, and guidance documentation in alignment with operational requirements and client expectations.
  • Manage and resolve quality assurance escalations from client and internal stakeholders, ensuring appropriate remediation, documentation, and follow-up communication.
  • Provide coaching insights and performance feedback to contact center personnel and quality teams based on evaluation outcomes and observed behavior.
  • Design and deliver training programs on quality standards, compliance requirements, and evaluation processes to support consistent service delivery.
  • Monitor adherence to behavioral and service guidelines within outsourced or multi-vendor BPO environments and enforce corrective measures when guidelines are breached.
  • Support service deployment activities by creating test scripts and validating service readiness through structured rehearsal and testing scenarios.

Required Qualifications
  • Bachelor's Degree in a relevant field or equivalent combination of education and experience.
  • 3-5 years of experience in contact center quality assurance, service delivery operations, or customer experience analysis.
  • Demonstrated experience administering quality monitoring programs, including call evaluation, survey analysis, and performance reporting in a contact center environment.
  • Experience working with mission-critical or highly regulated service environments requiring strict adherence to quality and compliance standards.
  • Ability to interpret and apply quality policies, behavioral guidelines, and service standards, including within outsourced or multi-vendor (BPO) operations.
  • Strong analytical, written, and verbal communication skills with the ability to translate data and observations into clear feedback and improvement recommendations.
  • Ability to obtain and maintain a Public Trust-level background investigation and meet U.S. citizenship requirements.

Preferred Qualifications
  • Experience working within Business Process Outsourcing (BPO) or multi-vendor service environments.
  • Familiarity with quality monitoring and workforce optimization tools (such as NICE or Verint) and related reporting capabilities.
  • Knowledge of federal service delivery standards, compliance requirements, or Public Trust environments.
  • Experience designing and delivering training or coaching programs for contact center quality assurance personnel.

Compensation Ranges
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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