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QUALITY ASSURANCE SPEC in Menomonee Falls, WI at ServiceMaster

Date Posted: 1/8/2020

Job Snapshot

Job Description



Position Overview

Monitors and evaluates the quality of inbound and/or outbound interactions with customers. Documents quality issues and performance measures for management review. Provides feedback for improvement to internal customers and management. Organizes, analyzes, and summarizes quality monitoring data and prepares recommendations for improvement of business processes and procedures.



Job Responsibilities

  • Monitors and evaluates the quality of inbound and/or outbound interactions with customers.
  • Documents quality issues, conducts call scoring audits, and scores performance measures for management review.
  • Documents and provides feedback for improvement to internal customers and management.
  • Reviews monitoring standards, processes, and procedures.
  • Researches and validates quality monitoring results for presentation to management.
  • Organizes, analyzes, and summarizes quality monitoring data and prepares recommendations for improvement of business processes and procedures.
  • Participates in quality measurement calibration sessions.
  • May provide recorded call conversations to management for coaching sessions.
  • May provide reports and updates to management on daily, weekly, and monthly basis regarding associate call performance.


Job Requirements

  • High school diploma/GED required; Associate’s degree preferred
  • 2 years of call center and/or quality assurance/improvement experience required, or an equivalent combination of education and experience
  • Knowledge of quality assurance practices and procedures
  • Analytical skills
  • Good verbal and written communication skills
  • Microsoft Office skills (Word, Excel, PowerPoint, Outlook)
  • Attention to detail
  • Organization and time management skills
  • Ability to prioritize multiple tasks
  • Good customer service skills


Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:

  • Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
  • Sitting for long periods of time while using office equipment such as computers, phones and etc.
  • Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
  • Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.


Incumbent is required to have:

  • Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.
  • Incumbent will be subject to:
  • Inside working conditions: The change of building environment such as with or without air conditioning and heating.

ServiceMaster is committed to Diversity and Inclusion.  We encourage diverse candidates to apply to this position.  Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.