Quality Evaluator

Overview Job Summary The Quality Evaluator reviews customer service calls and field service documentation to measure performance against established quality standards. This role completes accurate, objective evaluations, documents clear findings, and helps identify trends that improve the customer experience, employee performance, and operational consistency. Who is Fox? Founded in 2012, Fox Pest Control has experienced dramatic growth over the last several years, ranking on the INC 5000 list two years in a row and was awarded the Utah Business Magazine Fast 50 award in 2022. With over 30 locations across the country in 15 states, Fox's growth is attributed to its solid core values and mission to develop confident leaders and empower individuals to provide strong, outstanding service. We aren't just a pest control company that provides top-quality service. Our number one priority is to develop and strengthen lasting relationships with our employees, customers, and anyone else with whom we come in contact. By building up leaders and maintaining positive relationships with our customers, we work to make a difference in the lives of our employees and community. We focus on RELATIONSHIPS FIRST and SERVICE ALWAYS. What We Offer Starting at $16 - $18 per hour Competitive Health Insurance including Medical, Dental, and Vision for full-time employees 401k with a generous company match PTO for Full-time individuals Paid Holidays for full-time employees Paid Sick leave and Bereavement for FT/PT employees Employee Stock Purchase Plan Empowering and positive workplace culture Strong potential and room for growth with an Individualized Leadership Plan for every team member Paid hands-on training opportunities Referral bonuses Responsibilities Customer Service Call Quality: Review and score assigned recorded or live customer service calls using approved standards and procedures. Evaluate accuracy, professionalism, empathy, ownership, documentation, resolution, and compliance with company expectations. Document clear, objective, evidence-based findings and complete evaluations within established volume and turnaround expectations. Field Quality Assurance: Review technician notes, service records, and customer account documentation for completeness, accuracy, professionalism, and adherence to procedures. Grade field performance using approved field QA processes and supporting account information. Verify that notes clearly describe work completed, customer communication, recommendations, follow-up needs, and unresolved concerns. Identify missing, inconsistent, or unclear documentation and flag items requiring additional review. Escalate serious, recurring, or compliance-related concerns to the appropriate leader. Support special field QA reviews and quality projects as assigned. Dispatch Quality Assurance: Review and grade dispatcher performance using approved QA scorecards, company standards, and established procedures. Evaluate routes for efficiency, including geographic alignment, technician capacity, drive time, and balanced workloads. Verify that routing templates are built and maintained correctly based on company requirements and operational needs. Confirm dispatchers consistently follow scheduling, routing, documentation, and customer-service standards. Document findings and identify recurring trends or improvement opportunities for QA and operations leadership. Calibration and Consistency: Apply evaluation standards fairly and consistently across employees, branches, regions, and interaction types. Participate in calibration sessions and incorporate agreed scoring guidance into future evaluations. Ask for clarification when standards or available evidence do not support a confident score. Maintain working knowledge of customer service expectations, field procedures, promotions, policies, and system updates. Protect confidential customer, employee, and company information. Provide respectful, factual evaluation comments focused on observable behavior and documented performance. Reporting and Process Improvement: Track evaluation results and assist with regular or ad-hoc QA reporting. Identify trends, repeated errors, and strengths that may indicate coaching, training, or process needs. Communicate findings promptly to QA leadership and relevant operational partners. Contribute to initiatives that improve customer experience, employee performance, and operational consistency. Other Duties This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice. Qualifications What we are looking for: Strong understanding of customer service principles and contact center operations. Ability to listen critically, review documentation, and apply standards without bias. Excellent attention to detail and a commitment to scoring accuracy. Clear, professional written and verbal communication skills. Strong organizational and time management skills with the ability to meet deadlines. Sound judgment and the ability to distinguish coaching items from significant risks. Proficiency with Five9, PestRoutes, excel, and outlook, or the ability to learn required systems quickly. Collaborative, receptive to calibration, and adaptable to changing procedures. Experience/Education High school diploma or equivalent and 1+ year of customer service, contact center, or field operations experience; quality assurance or auditing experience preferred. Position Type and Expected Hours of Work Full-time, hourly. Schedule may vary based on business needs. Work Environment In-office/hybrid, computer-based environment requiring regular use of a headset, quality systems, and customer and service records. Physical Demands Ability to sit for extended periods, use a computer, keyboard, mouse, and headset, and communicate clearly in writing and verbally. Travel Little to no travel. More Than Pest Control At Fox, we’re more than a company that provides top-quality pest control services. Our greatest priority is building lasting relationships—with our employees, customers, and communities. Everything we do is guided by our core focus: Relationships First. Service Always. Equal Employment Opportunity In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Fox Pest Control will be based on merit, qualifications, and abilities. Fox Pest Control does not discriminate in employment opportunities or practices on the basis of race, color, religion, national origin, ancestry, citizenship status, sex, sexual orientation, gender identity, marital status, age, disability, military service, veteran status, genetic information, or any other characteristic protected by law. Fox Pest Control is an Equal Opportunity / Protected Veterans / Individuals with Disabilities Employer

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