Position Overview
Step into a high-visibility operations role where precision meets customer advocacy. As a Quality & Customer Resolution Specialist, you’ll be the safeguard of account accuracy, compliance integrity, and service excellence.
You won’t just fix errors, you’ll identify root causes, recover customer trust, and elevate frontline performance through coaching and quality improvement. This is a fast-paced, high-impact position ideal for someone who thrives on solving complex cases, managing multiple priorities, and making measurable operational improvements daily.
What You’ll Be Responsible For
Account Accuracy & Compliance
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Review and correct billing adjustments, work orders, package/campaign codes, and account updates
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Investigate compliance-related issues and ensure policy adherence
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Close cases and surveys in alignment with established process standards
Customer Resolution & Recovery
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Conduct outbound follow-ups (minimum two attempts) to clarify concerns and deliver resolution
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Manage RT cases and NPS detractor recoveries
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Handle escalated or complex customer concerns with professionalism and urgency
Quality & Coaching
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Identify root causes through case review and call listening
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Provide constructive feedback to frontline agents on identified errors
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Log coaching sessions and ensure performance documentation is complete
Documentation & Case Management
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Accurately document all actions across required systems
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Manage high-volume, time-sensitive cases while meeting daily deadlines
What We're Looking For
- Strong investigative and analytical thinking
- High attention to detail and process accuracy
- Experience handling billing corrections, work orders, or account updates (preferred)
- Comfortable managing multiple systems and high case volume
- Confident in delivering constructive feedback and coaching
- Strong written and verbal communication skills
- Experience in QA, compliance, or resolution management is a plus