Service Quality Coordinator

About the role

The Service Quality Coordinator at Cincy Connect Services improves service quality while supporting customer-support outsourcing across phone, email, chat, social channels, help desk, technical support, quality, and service operations. The role ensures every handoff shows what is complete, what is pending, and who owns the next step.

Responsibilities

• Coordinate the Service Quality Coordinator workflow by helping the team track corrective actions and follow-up.
• Review the workflow by turning quality findings into practical process feedback.
• Maintain the workflow by reviewing work against documented quality standards.
• Track the workflow by scoring and documenting observed defects.
• Own the workflow by identifying recurring failure patterns.

Quality is visible when service accuracy is sufficient for others to act on, and unresolved items are documented rather than guessed.

Skills

• Use Scorecard Review and Service Quality Coordination confidently.
• Apply the Service Quality Coordinator Workflow without losing track of exceptions, owners, or deadlines.
• Document Quality Monitoring decisions clearly so another teammate can follow the reasoning.
• Use sound judgment around Issue Documentation, especially when escalation is required instead of assumption.

Employment Overview

Full-time, associate-level position. 100% remote within the United States.

Pay

Base salary: $46,000–$68,000 per year.