[Hiring] Customer Service Quality Surge Specialist @Systems & Methods, Inc. (SMI)

Role Description

Responsible for reviewing and evaluating interactions by Customer Service Surge Representatives to ensure every customer interaction—whether by phone or chat—meets the high standards of accuracy and professionalism required for complex child support inquiries. You will act as a guardian of service quality, monitoring Customer Service Surge Representative (CSR) performance and identifying areas for improvement to support the well-being of children and families to ensure each interaction is adhering fully to Federal Title IV-D regulations, State privacy laws, Standard Operating Procedures, and company policies.

• Foster team excellence by establishing explicit performance objectives that are aligned with the company’s strategy.
• Perform regular and random audits of recorded calls and chats to evaluate CSR adherence to federal and state child support policies, legal protocols, and agency standards.
• Review case actions taken by CSRs in automated systems to ensure accurate data entry, proper documentation, and consistent application of complex child support rules.
• Provide constructive, actionable coaching to CSRs based on evaluations to improve their communication skills, technical accuracy, and ability to handle hostile or difficult inquiries.
• Identify recurring issues or knowledge gaps from audits and prepare detailed reports for management to drive process improvements and targeted training initiatives.
• Facilitate regular calibration sessions with supervisors and other stakeholders to ensure objective and consistent evaluation standards across the team.

Qualifications

• High school diploma or its equivalent.
• Minimum of two years of previous experience in quality assurance, call monitoring, auditing, customer service, or a related field.
• Alternatively, experience in an operational capacity that involved supervising or acting in a management role during the absence of management personnel.
• An equivalent combination of education and work experience that provides the knowledge, skills, and abilities needed to perform the work.
• Must be fluent in English.

Requirements

• Knowledge of audit and quality assurance principles and practices.
• Familiarity with Child Support and SDU policies and procedures.
• Techniques for record keeping.
• Ability to maintain accurate and interrelated quality records.
• Work independently with little direction and as a team member.
• Work extended and flexible hours to meet strict deadlines.
• Thrive in a fast-paced environment.
• Conduct oneself ethically and with integrity.
• Accurately analyze situations and implement an effective course of action.
• Exhibit strong interpersonal skills, including tact, patience, and courtesy.
• Plan and organize tasks effectively.
• Train and assess the performance of staff.
• Maintain confidentiality with discretion.
• Communicate effectively in both oral and written forms.
• Adjust to varying schedules and extra hours as required, which may also encompass Saturdays.

Benefits

• We provide the equipment.
• Work from home!
• Paid training.
• Set schedule: Monday - Friday between 8:00am CT - 6:00pm CT.
• Accrue PTO starting day 1.
• Benefits effective after 30 days of employment.
• 401(k) - Employer contribution after 1 year.
• Gym Membership Reimbursements.
• Career Growth Opportunities.
• Exciting, Fun and Supportive Virtual Work Environment.
• Coworkers Who Feel Like Family.