Customer Service Quality Assurance Specialist

Tyndale • Bedminster Township, PA

2d • Hybrid

About The Position

The Tyndale Company is seeking a Customer Service Quality Assurance Specialist to join the dynamic customer service department! The CS Quality Assurance Specialist plays a critical role in ensuring the delivery of exceptional, consistent, and compliant customer experiences across all service channels. This position is responsible for quality auditing, performance analysis, training support, and proactive collaboration with management and internal teams. The ideal candidate is detail and goal oriented, data-driven, and passionate about driving service excellence through continuous improvement, accountability, and team development.
HYBRID/REMOTE: Tyndale supports a strong work-life balance. This opportunity requires onsite work a minimum of 1 day per week, and 4 days per week remotely. To be considered, candidates must reside within a commutable distance from our corporate headquarters in Pipersville, PA (Bucks County) or our location in Houston, TX (City Centre).
About Tyndale
The Tyndale Company is a private, 9x Top Workplace winner in PA and 5x winner in TX, and an industry leading national supplier of arc-rated flame-resistant clothing (FRC) to the energy sector – including utilities, oil and gas, transportation, chemical manufacturing, and NFPA 70E markets. We’re a family-owned business providing a retail-style apparel experience to hundreds of thousands of energy workers across the US and Canada. We’re the leading distributor of innovative FRC solutions, and the largest industrial supplier of Carhartt FR, Ariat FR, and Wrangler FR clothing.

Requirements

• Minimum 2 years of experience in customer service or related fields, with demonstrated success in quality assurance, training, or team leadership.
• Exceptional written and verbal communication skills, with a professional and customer-centric approach.
• Proven ability to assess performance metrics, interpret trends, and recommend actionable improvements.
• Strong organizational skills with the ability to prioritize and multitask in a dynamic environment.
• Proficiency in customer service platforms and tools (e.g., Zendesk, Web Chat, SMS, Microsoft Excel).
• Experienced in facilitating coaching sessions and delivering constructive feedback.
• Collaborative mindset with a strong sense of initiative and accountability.
• High attention to detail, critical thinking, and problem-solving capabilities.
• Flexibility to adapt to evolving business needs and support continuous service innovation
• Commitment to excellence, integrity, and ongoing professional development.

Responsibilities

• Conduct detailed audits of customer interactions across voice, chat, and email to evaluate accuracy, compliance, professionalism, and alignment with organizational and department standards.
• Maintain and enhance quality assurance frameworks, scorecards, and calibration sessions to ensure consistent measurement and fair evaluation.
• Benchmark agent and team performance against internal KPIs and industry best practices to identify gaps and opportunities for improvement.
• Provide data-driven feedback and coaching support to frontline agents and deliver to management.
• Support the design and delivery of comprehensive training programs including onboarding, upskilling, and refresher initiatives.
• Translate QA findings and customer trends into targeted training content and improvement plans.
• Conduct 1:1 coaching sessions and facilitate group training workshops to drive continuous learning and skills enhancement.
• Evaluate training effectiveness using performance metrics such as QA scores, productivity, and CSAT.
• Serve as a key escalation point for complex, high-visibility, or sensitive customer issues.
• Apply sound judgment and empathy to resolve escalations while preserving customer trust and brand integrity.
• Document resolution outcomes and provide proactive communication to all stakeholders.
• Capture insights from escalations to inform process improvements and future training.
• Analyze customer feedback, performance metrics, and audit findings to identify trends, pain points, and root causes.
• Partner with internal teams to develop and implement process improvements that drive efficiency, accuracy, and customer satisfaction.
• Collaborate with leadership to evaluate and enhance standard operating procedures (SOPs) and workflows.
• Ensure clear communication of changes to frontline teams and ensure they are reflected in knowledge management systems.
• Track and report on key performance indicators (CSAT, QA scores, FCR, AHT, training completion rates, etc.).
• Conduct benchmarking analysis to assess performance against internal goals and external standards.
• Provide regular reporting to leadership with actionable insights and recommendations.
• Use performance data to guide coaching priorities and training development.
• Partner with IT, Operations, Accounting, and Account Services to address systemic issues impacting service delivery.
• Proactively communicate quality trends, service gaps, and escalated concerns to internal stakeholders.
• Facilitate knowledge sharing across departments to promote alignment, efficiency, and customer-first solutions.
• Develop and maintain clear, accurate, and up-to-date SOPs, training guides, and quality standards.
• Ensure knowledge materials reflect current processes and support consistent service delivery.
• Conduct routine documentation audits to ensure accuracy, accessibility, and relevance.
• Drive continuous improvement through knowledge standardization and proactive content updates.
• Uphold all data privacy, confidentiality, and regulatory standards across all activities.
• Model professionalism, ethical conduct, and integrity in every customer and internal interaction.
• Conduct periodic compliance audits and communicate findings with stakeholders.
• Champion a culture of accountability, service excellence, and continuous improvement.

Benefits

• Health & Wellness: Comprehensive medical, dental, and vision insurance with competitive premiums. Paid parental leave. Mental health support through an EAP and partial reimbursement on copays, fertility support, and robust wellness programs with annual reimbursements.
• Work-Life Balance: Many positions with Tyndale offer hybrid onsite + remote work schedules, generous PTO, paid holidays + a floating holiday, and more.
• Financial Compensation: Competitive salary, 401(k) with matching, and bonus opportunities.
• Career Growth & Development: Training/certification/tuition reimbursement programs and demonstrated paths for knowledge share and internal promotion opportunity.
• Culture & Perks: Family-owned values, award winning culture, team-engagement events, casual dress code, company-sponsored charitable events and activities, and an inclusive workplace that values collaboration and integrity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees