Service Quality Manager - Remote

About the role

Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities.

Responsibilities

• Serve as the primary escalation point for service-related issues and coordinate with internal support resources to drive timely resolution.
• Review aging service cases each day to identify risks, mitigate blockers, and improve case closure against assigned SLA targets.
• Take corrective action when service levels are off track and support resolution of recurring customer issues through fact-based analysis.
• Participate in or lead meetings and conference calls with the customer and internal teams as needed.
• Ensure service case documentation, lessons learned, SOPs, and related records are received and stored in the document repository.
• Perform ongoing SLA analysis and reporting for internal and external stakeholders.
• Support Service Maintenance Agreement renewal discussions for assigned customers.
• Complete other related duties as assigned.

Qualifications

• A high school diploma or equivalent.
• 5+ years of work-related experience in operations with demonstrated success in improving client satisfaction.
• Strong written, verbal, and interpersonal communication skills.
• Superior attention to detail and a proven ability to manage multiple priorities.
• Strong analytical and problem-solving skills.
• Experience working with cross-functional teams.
• Conflict resolution skills and the ability to remain positive and effective in complex situations.
• Ability to build and maintain strong, productive relationships with Sales, Project Managers, Account Team Members, Account Managers, field operations personnel, and Customers.
• Excellent facilitation and follow-up skills.
• Strong personal computer skills, including Excel, Word, Outlook, PowerPoint, MS Power BI, Smartsheet, SharePoint, and MS Project.

Nice to Have

• A degree in Business or a technical field.
• Familiarity with retail loss prevention EAS, Video, RFID, Field Service, and Installation environments.