Service Quality Specialist

About the Role

Cincy Connect Services is adding a Service Quality Specialist to ensure dependable service quality across customer-support outsourcing, including phone, email, chat, social channels, help desk, technical support, and service operations. The role focuses on specialized execution within customer support outsourcing, ensuring clear ownership, timely escalation, and fewer downstream fixes.

Responsibilities

• Review the Service Quality Specialist 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.
• Coordinate the workflow by tracking corrective actions and follow-up.

Skills

• Confidently use Scorecard Review and Data Accuracy in service quality execution.
• Apply Process Improvement while managing exceptions, owners, and deadlines.
• Clearly document Standards Compliance decisions for team understanding.
• Exercise sound judgment in Service Quality Specialist Execution, especially during escalations.

Qualifications

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

Pay

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