Quality Assurance Administrator

Warning! - Once you join Fox, you may choose to never leave! What's so great about Fox? Our culture! You just won't find it anywhere else. Fox is an inclusive community of team members from around the Country, where relationships come first, and everyone is empowered to lead & succeed. Our business is exploding, and we are currently looking to hire a QA Administrator to support our customer service and operation teams by verifying, reviewing and auditing crucial customer interactions. If you are a self-starter and love paying attention to details, this job is for you!

This is a full-time position with competitive pay, benefits, and a workplace that focuses on relationships. As a member of the Fox Family you will engage in an ILP (Individual Leadership plan) to help you grow into your best self and help you advance both personally and professionally!

Who is Fox?

Founded in 2012, Fox Pest Control has experienced dramatic growth over the last several years, ranking on the INC 5000 list two years in a row and was awarded the Utah Business Magazine Fast 50 award in 2022. With over 30 locations across the country in 15 states, Fox's growth is attributed to its solid core values and mission to develop confident leaders and empower individuals to provide strong, outstanding service. We aren't just a pest control company that provides top-quality service. Our number one priority is to develop and strengthen lasting relationships with our employees, customers, and anyone else with whom we come in contact. By building up leaders and maintaining positive relationships with our customers, we work to make a difference in the lives of our employees and community. We focus on RELATIONSHIPS FIRST and SERVICE ALWAYS.

What We Offer

• $55,000 - $65,000 DOE
• Health Insurance, including Medical, Dental, and Vision for full-time employees
• 401k with a generous company match
• PTO, Paid Holidays, Sick leave & Bereavement
• 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

A Day in the Life of an QA Administrator

• Team Management:
• Manage a team of quality evaluators, providing leadership, guidance, and support.
• Conduct regular team meetings, Coachings, and Individual leadership plans.
• Foster a positive and collaborative team culture, encouraging professional growth and development.
• Quality Assurance:
• Develop and implement quality evaluation frameworks, standards, and guidelines.
• Work with Director of Customer Service to design evaluation forms and scorecards to assess agent performance and adherence to protocols.
• Hold the team accountable to perform regular quality audits to ensure consistent evaluation practices and accuracy. Assist with them when the team is behind.
• Analyze evaluation data to identify trends, patterns, and areas for improvement.
• Assess response times on alerts, e-mails, and ensure an overall positive experience with our customers. Find opportunities to decrease customer contacts and alert trends.
• Identify call trends for branches and regions to share opportunities for overall customer service improvement for field and customer service.
• Process Improvement:
• Collaborate on big projects that affect overall customer experience.
• Collaborate with operations and other relevant departments to identify process gaps and recommend improvements.
• Analyze customer feedback and call recordings at the macro-level to identify opportunities for enhancing service quality.
• Attend leadership council meetings to share opportunities for all of Fox on customer service and field.
• Implement quality improvement initiatives to enhance overall customer experience and operational efficiency.
• Host Calibration sessions to ensure all regions are in alignment with Customer Service vision.
• Reporting and Analysis:
• Prepare regular and ad-hoc reports on quality evaluation results and performance metrics.
• Present findings and recommendations to senior management and stakeholders.
• Track key performance indicators (KPIs) related to quality evaluation and agent performance.
• Utilize data-driven insights to identify areas of strength and areas that require attention.

What is Needed to be Successful?

• Strong understanding of contact center operations, processes, and customer service principles.
• Excellent analytical and problem-solving skills with the ability to interpret data and identify trends.
• Proven experience in managing and coaching a team effectively.
• Outstanding communication and interpersonal skills.
• Attention to detail and a commitment to accuracy.
• Proficiency in using software (Five9, Pestroutes, Google Sheets, G-Mail)
• Strong organizational and time management skills.
• High School Diploma/GED or higher
• Willing and able to promote a positive and uplifting company culture

Equal Employment Opportunity: In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Fox Pest Control will be based on merit, qualifications, and abilities. Fox Pest Control does not discriminate in employment opportunities or practices on the basis of race, color, religion, national origin, ancestry, citizenship status, sex, sexual orientation, gender identity, marital status, age, disability, military service, veteran status, genetic information, or any other characteristic protected by law.