Field Quality Control Specialist

Field Quality Control Specialist

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.

Key responsibilities include, but are not limited to:

• 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.

Qualifications

• 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
• Intermediate to advanced Excel and PowerPoint skills preferred.
• 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.
• 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.

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers to handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others.

The requirements listed in this document are the minimum levels of knowledge, skills or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

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