Customer Care Quality Assurance (QA) Specialist

Position Summary

The Customer Care Quality Assurance (QA) Specialist monitors, evaluates, and improves the quality of customer interactions in Casella’s Customer Care team. This role ensures that all Customer Care Representatives provide consistent, high-quality support in alignment with the company's standards, policies, and Core Values. The QA Specialist will identify areas of improvement, coach team members, and contribute to enhancing customer satisfaction.

 

Sitting in our Mid-Atlantic Region, this role plays a key part in maintaining a high standard of customer service, which is essential for customer retention and satisfaction.

Key Responsibilities

• Regularly reviews and evaluates live and/or recorded inbound and outbound calls to assess adherence to company standards, including accuracy, professionalism, and resolution effectiveness.
• Provides clear, actionable feedback to Customer Care Representatives based on call evaluations, with a focus on communication skills, customer interactions, problem-solving, and adherence to scripts or protocols.
• Assists in developing and refining the quality standards for the call center in collaboration with management and training teams.
• Identifies training needs based on call reviews and works with trainers and team leads to deliver targeted coaching sessions to enhance the overall performance of the team.
• Prepares detailed reports on call quality, agent performance, and areas for improvement and tracks progress over time to highlight trends in call quality or customer feedback.
• Ensures all calls meet regulatory and company-specific compliance standards, including those related to data protection, environmental regulations, and safety protocols in the waste industry.
• Strives to improve the overall customer experience by providing recommendations for process improvements, refines call scripts, and addresses recurring customer concerns.
• Works with supervisors, managers, and other departments to address customer service challenges, gathers feedback, and implements quality improvement strategies.
• Conducts deep dives into problem areas or recurring issues in customer interactions to identify root causes and suggests solutions for process improvement.
• Participates in training and other learning opportunities to expand knowledge of the company, products, sales and services and performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values.

Education, Experience & Qualifications

The ideal candidate will have an associate’s degree or equivalent experience plus 2-4 years’ of delivering high quality customer service in a call center setting with a strong understanding of call center operations, customer service principles, call evaluation methods, and performance metrics. Excellent written and verbal communication and interpersonal skills and a high attention to detail with the ability to identify patterns and trends in call data are strongly preferred.

 

Strong problem-solving skills and ability to handle challenging situations., proficiency in using call monitoring and QA tools or software, the ability to work independently and as part of a team to achieve quality goals.

 

Limited travel may be required.

Attributes

Positive, team-oriented individual who is organized, dependable and results-oriented with the ability to see the larger picture while focusing on detailed information. 

Benefits

Medical, Dental, Vision, Life & Disability Insurance, Maternity & Parental Leave, Flexible Spending Accounts, Discounted Stock Program, 401K, Employee Awards, Employee Assistance Plan, Wellness Incentive, Tuition Assistance, Career Pathways, and More.