Quality Evaluator

About the role

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

Responsibilities

• 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 QA processes and 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 requiring additional review. 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 and maintained correctly based on company requirements and operational needs. Confirm dispatchers consistently follow scheduling, routing, documentation, and customer-service standards. Document findings and identify recurring 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 and assist with regular or ad-hoc QA reporting. Identify trends, repeated errors, and strengths that may indicate coaching, training, or process needs. Communicate findings promptly to QA leadership and relevant operational partners. Contribute to initiatives that improve customer experience, employee performance, and operational consistency.

Qualifications

• Strong understanding of customer service principles and contact center operations.
• Ability to listen critically, review documentation, and apply standards without bias.
• Excellent attention to detail and a commitment to scoring accuracy.
• Clear, professional written and verbal communication skills.
• Strong organizational and time management skills with the ability to meet deadlines.
• Sound judgment and the ability to distinguish coaching items from significant risks.
• Proficiency with Five9, PestRoutes, Excel, and Outlook, or the ability to learn required systems quickly.
• Collaborative, receptive to calibration, and adaptable to changing procedures.
• High school diploma or equivalent and 1+ year of customer service, contact center, or field operations experience; quality assurance or auditing experience preferred.

Schedule

Full-time, hourly. Schedule may vary based on business needs.

Work Environment

In-office/hybrid, computer-based environment requiring regular use of a headset, quality systems, and customer and service records.

Physical Demands

Ability to sit for extended periods, use a computer, keyboard, mouse, and headset, and communicate clearly in writing and verbally.

Travel

Little to no travel.

Benefits

• 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 full-time/part-time 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