Field Quality Control Specialist

Global IID Parent LLC • Grapevine, TX

2d • Hybrid

About The Position

The Field Quality Control Specialist supports Smart Start's field quality control function by helping ensure customer and field concerns are handled consistently, accurately, and professionally. This role works under the direction of the Field Quality Control Manager and collaborates with field and internal teams to support service quality and customer experience.

Requirements

• High school diploma or equivalent required; bachelor's degree or equivalent combination of education and relevant work experience preferred.
• Experience in operations, field services, quality control, customer service, compliance, incident review, claims review, or a related business function required.
• Demonstrated ability to work effectively with customers, field personnel, internal departments, and leadership during high-pressure or time-sensitive situations required.
• Strong customer service, problem-solving, organizational, and follow-through skills required.
• Ability to review information, identify discrepancies, determine claim validity, and recommend practical business solutions required.
• Ability to identify trends, support root-cause analysis, and contribute to process improvement efforts required.
• Experience meeting operational goals and supporting service quality, efficiency, and performance objectives required.
• Strong interpersonal and communication skills, both verbal and written, required.
• Ability to establish effective partnerships and work collaboratively across departments and with field leadership required.
• Professional demeanor, dependability, sound judgment, and ability to maintain confidential information required.
• Proficiency with Microsoft Office Suite, including Excel and PowerPoint, required
• Ability to work in a fast-paced, deadline-driven, customer-oriented environment with an emphasis on accuracy and excellence required.
• Ability to rapidly gain product knowledge and effectively communicate information to team members and business partners required.
• Strong planning, time management, prioritization, and attention-to-detail skills required.
• Highly motivated self-starter with the ability to manage assigned work independently and escalate issues appropriately required.

Nice To Haves

• Intermediate to advanced Excel and PowerPoint skills preferred.
• Experience preparing reports, summaries, trend analyses, or recommendations for leadership review preferred.
• Experience with fee waivers, customer credits, incident reports, data log interpretation, service documentation, revenue protection initiatives, operational controls, or service quality improvement efforts preferred.
• Bilingual proficiency in English and Spanish preferred.

Responsibilities

• Ensure timely, professional, and consistent response to field-related incident reports and customer-generated complaints.
• Review, investigate, and document claims made in incident reports; gather relevant information from Smartrac, customer records, transaction history, service documentation, data logs, field personnel, and other available sources.
• Evaluate claim validity, identify contributing factors, recommend corrective action, and escalate complex, sensitive, or repeat concerns to the Field Quality Control Manager as appropriate.
• Conduct follow-up calls to gather additional details related to incidents, request and review incident reports, analyze investigation notes, and coordinate communication with clients, shops, and managers to ensure timely resolution.
• Determine, recommend, process, or coordinate approved fee waivers, discounts, and credits related to product issues, service concerns, promotions, or other approved circumstances within established guidelines.
• Assist with investigation and documentation of escalated complaints, including complaints involving threatened or actual legal action, by preparing timelines, summaries, supporting documents, transaction details, and other information as requested.
• Monitor incident reports, customer complaints, and fee waiver activity in assigned area(s) to identify trends, root causes, recurring issues, and opportunities for improvement.
• Maintain accurate, complete, and timely documentation of customer interactions, claim reviews, findings, actions taken, and escalation steps.
• Partner with Regional Directors, field leadership, customer-facing teams, and internal departments to improve service quality, reporting accuracy, and field performance.
• Support process improvement initiatives that reduce repeat incidents, improve service consistency, enhance customer experience, and strengthen field accountability.
• Assist in preparing reports, summaries, trend information, findings, and recommendations for the Field Quality Control Manager and Operations leadership.
• Assist with compiling field quality data, service documentation, reporting information, or operational details to support contract bids, revenue protection initiatives, operational controls, or service quality improvement efforts as requested.
• Maintain confidentiality and professionalism when handling sensitive customer, employee, operational, or business information.
• Perform other job-related duties as assigned.

Benefits

• A comprehensive health plan that includes medical, dental, and vision coverage to ensure you and your family have access to the care you need
• A 401(k)-retirement plan with a generous company match to help you save for your future and achieve your financial goals
• Other fringe benefits including Birthday & Anniversary bonus, company-wide discounts, life insurance, Telemedicine access, short & long-term disability, and more!
• Positive work environments that offer work/life balance and professional growth
• Mission-driven work making a global impact with local roots
• The opportunity to have hands on work experience with industry leading, innovative technology

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED