Customer Service Quality Surge Specialist-Work From Home: MUST RESIDE IN SAN ANTONIO TX

Systems & Methods, Inc. (SMI)•USA - Remote TX, TX

6d•Remote

About The Position

SMI is a leading technology producer in the human services field, developing state-of-the-art solutions for complex human service operations. We are seeking a Customer Service Quality Surge Specialist to join our team. This role is responsible for reviewing and evaluating interactions by Customer Service Surge Representatives to ensure every customer interaction—whether by phone or chat—meets high standards of accuracy and professionalism for complex child support inquiries. You will act as a guardian of service quality, monitoring CSR performance and identifying areas for improvement to support the well-being of children and families, ensuring adherence to Federal Title IV-D regulations, State privacy laws, Standard Operating Procedures, and company policies. This is a full-time, work-from-home position that requires the candidate to reside in San Antonio, TX.

Requirements

Must reside in San Antonio, TX.
High school diploma or its equivalent.
Minimum of two years of previous experience in quality assurance, call monitoring, auditing, customer service, or a related field; alternatively, experience in an operational capacity that involved supervising or acting in a management role during the absence of management personnel.
Fluent in English.
Skills in using standard computer accessories such as keyboards, mice, and 10-key-pad.
Knowledge in software applications including Microsoft Word, Excel, and various other Windows programs.
Ability to work independently with little direction and as a team member.
Ability to work extended and flexible hours to meet strict deadlines.
Ability to thrive in a fast-paced environment.
Ability to conduct oneself ethically and with integrity.
Ability to accurately analyze situations and implement an effective course of action.
Exhibit strong interpersonal skills, including tact, patience, and courtesy.
Ability to plan and organize tasks effectively.
Ability to train and assess the performance of staff.
Ability to maintain confidentiality with discretion.
Ability to communicate effectively in both oral and written forms.
Ability to adjust to varying schedules and extra hours as required, which may also encompass Saturdays.

Nice To Haves

Knowledge of audit and quality assurance principles and practices.
Familiarity with Child Support and SDU policies and procedures.
Knowledge of techniques for record keeping.
Knowledge of translating audit findings into constructive, empathetic feedback for CSRs to improve their performance.

Responsibilities

Foster team excellence by establishing explicit performance objectives aligned with company strategy.
Perform regular and random audits of recorded calls and chats to evaluate CSR adherence to federal and state child support policies, legal protocols, and agency standards.
Review case actions taken by CSRs in automated systems to ensure accurate data entry, proper documentation, and consistent application of complex child support rules.
Provide constructive, actionable coaching to CSRs based on evaluations to improve their communication skills, technical accuracy, and ability to handle hostile or difficult inquiries.
Identify recurring issues or knowledge gaps from audits and prepare detailed reports for management to drive process improvements and targeted training initiatives.
Facilitate regular calibration sessions with supervisors and other stakeholders to ensure objective and consistent evaluation standards across the team.
Other duties as assigned.