Customer Service Quality Specialist

Lennox International•Richardson, TX

12d•Onsite

About The Position

Under general supervision, the Quality Assurance Specialist monitors, evaluates, and analyzes customer interactions across multiple Customer Experience channels and teams, including Customer Service, Technical Support, Warranty, Consumer Support, LITC, and all chatbot platforms. This role ensures consistent service quality, adherence to policies and procedures, and a high‑quality customer experience through structured evaluations, deep‑dive analysis, and actionable feedback. The Quality Assurance Specialist partners closely with Training and Leadership to identify trends, drive continuous improvement, and support performance development.

Requirements

High school diploma or an equivalent combination of education and relevant experience.
Minimum of 3 years of related experience in quality assurance, customer service, technical support, warranty, consumer support, or a related Customer Experience environment.
Strong written and verbal communication skills, with the ability to clearly document findings and communicate insights.
Extensive knowledge of organizational policies, products, services, and customer experience standards.
Strong understanding of customer service principles, including customer needs assessment, quality standards, and satisfaction measurement.
Analytical mindset with the ability to identify trends, patterns, and root causes from performance data.
High attention to detail and consistency in evaluation and documentation.
Ability to provide objective, balanced feedback focused on improvement and development.
Comfortable working across multiple teams, channels, and technologies, including chatbot and digital support platforms.
Proficient with evaluation tools, reporting systems, and standard office applications.

Responsibilities

Conduct regular quality evaluations of customer interactions across multiple channels, including:
Phone, email, chat, and case interactions
Automated and AI‑driven chatbot responses
Interactions handled by Customer Service, Technical Support, Warranty, Consumer Support, and LITC teams
Apply established quality standards, scorecards, and evaluation criteria to assess compliance with:
Policies and procedures
Technical and product knowledge
Customer experience and soft‑skill expectations
Accuracy, efficiency, and resolution quality
Document evaluation results clearly and consistently, maintaining accurate quality records and performance data.
Perform deep‑dive analyses to identify root causes, performance trends, recurring issues, and systemic gaps across teams, channels, or tools.
Prepare and deliver actionable insights, summaries, and trend reporting to support leadership and Training decision‑making.
Partner with the Training team to identify skill gaps and learning opportunities, supporting targeted training, refreshers, and coaching initiatives.
Support the feedback and development process by providing objective, constructive input used in coaching conversations and performance improvement plans.
Participate in calibration sessions to ensure scoring consistency, alignment, and fairness across evaluators and departments.
Assist in the development, refinement, and maintenance of quality monitoring standards, scorecards, and evaluation processes as business needs evolve.
Serve as a subject matter expert for quality expectations, customer experience standards, and evaluation methods.
Monitor and evaluate chatbot performance to ensure responses are accurate, compliant, customer‑friendly, and aligned with service standards; flag gaps and recommend improvements.
Collaborate cross‑functionally with Quality, Training, Knowledge Management, and IT teams to support continuous improvement initiatives.