Customer Service Quality Specialist

LG Electronics • Huntsville, AL

1d

About The Position

The Customer Service Quality Specialist plays a direct role in improving day-to-day customer service performance within a contact center supporting online purchases. This position focuses on monitoring customer interactions, identifying operational gaps, and driving practical improvements that enhance service consistency, accuracy, and customer satisfaction across all support channels.
The ideal candidate is detail-oriented, data-driven, and comfortable working closely with frontline agents, supervisors, and operational teams to turn quality insights into measurable improvements.

Requirements

• 3+ years of experience in a contact center quality, customer service, or operations support role
• Experience supporting e-commerce or product-based customer service environments
• Strong analytical skills with the ability to identify trends and root causes from interaction data
• Excellent written and verbal communication skills

Nice To Haves

• Experience with quality monitoring and CRM platforms
• Exposure to omnichannel environments (voice, chat, email)
• Experience supporting appliances, large-ticket retail, logistics, or installation services

Responsibilities

• Conduct regular reviews of customer interactions (calls, chats, emails) to evaluate adherence to service standards and policies & identify areas of improvement
• Analyze quality findings, repeat contact drivers, and customer feedback to recommend process improvements with particular attention paid to scenarios such as delivery delays, installation issues, damages, and returns
• Partner with operations, training, and support teams to test and implement practical changes that reduce errors, handle time, and escalations
• Identify knowledge or skill gaps and collaborate with training teams to refine job aids and learning materials
• Track and report quality trends, common failure points, and improvement opportunities related to online purchases
• Identify recurring issues, process breakdowns, and friction points that impact customer experience or operational efficiency
• Surface insights related to order accuracy, delivery coordination, installation scheduling, and post-purchase support
• Support automation initiatives aimed at reducing and/or improving first-contact resolution and reducing repeat contacts
• Ensure customer interactions comply with company policies, regulatory requirements, and consumer protection standards
• Document quality findings and maintain accurate records to support audits and continuous improvement efforts

Benefits

• No-cost employee premiums for you and your eligible dependents for competitive medical, dental, vision and prescription benefits.
• Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan with several investment options.
• Generous Paid Time Off program that includes company holidays and a combined bank of paid sick and vacation time.
• Performance based Short-Term Incentives (varies by role).
• Access to confidential mental health resources to help you and your loved ones improve your quality of life. Personal fitness goal incentives.
• Family orientated benefits such as paid parental leave and support for families raising children with learning, social, behavioral challenges, or developmental disabilities.
• Group Rate Life and Disability Insurance.
• Eligible for the relevant benefit programs offered through our partner agencies.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed