Quality Assurance Supervisor

The Shield Co. Management / EcoShield Pest Solutions is one of the fastest growing pest control companies in the country! Simply stated, we provide comprehensive solutions for pest-free living, but our purpose is to spread happiness. We accomplish that by delivering above and beyond experiences, not only to our customers but also to our employees, partners, and communities, who we consider family.

Currently, we are hiring for a Quality Assurance (QA) Supervisor at our Chandler, AZ Customer Contact Center (CCC)! The QA Supervisor will work within a multi-supervisor unit where decisions, processes and procedures must be created, analyzed, delivered, and enforced in a fair and equitable manner. The QA Supervisor is expected to spearhead projects, designate tasks, and follow up with the goal of meeting or exceeding department standards.

If this sounds like you, come join the team and start spreading happiness by keeping bugs out of our customer’s beds, barbecues, bungalows, and businesses!

Pay and Benefits

The Company is proud to offer competitive pay, growth opportunities, full benefits, and monthly/quarterly/annual bonuses (in applicable positions)!

For this role, we offer:

• Competitive salary ($45,000-$60,000 DOE)
• Additional compensation opportunities
• Paid time off

• Sick/Safe time - 1 hour per every 30 hours worked with a maximum of 80 hours annually
• Paid Vacation
• 10 company-paid holidays

• Benefits (employee as well as family)

• Medical
• Health Savings Account (HSA)
• Dental
• Vision
• Voluntary Life
• Short-Term and Long-Term Disability
• 401(k), with match of 100% of the first 3% of each employee’s contribution and 50% of the next 2%
• Employee Assistance Program
• Rally Health and Wellness Program
• Employee and Friends/Family Discounted Pest Control Services

What will I be doing in this position?

We understand that we cannot list every single task that you will do in this position, but below is an overview of our expectations:

The Quality Assurance (QA) Supervisor manages the daily operations of the QA Team Lead and Quality Assurance Assistants. The QA Supervisor is responsible for overseeing a team that conducts accurate audits and thorough entry of data into the company’s tracking systems. The role will assist management in creating a continuous path toward new levels of efficiency, effectiveness and truly world class support of EcoShield customers. 

• Train and develop a team of QA Assistants and Team Leads, continuously improving the performance of the team through coaching and counseling
• Provide weekly individual development to each team member and addresses performance issues utilizing progressive disciplinary action
• Assist CCC management with collecting, reporting, and analyzing key performance metrics 
• Work closely with new team members to instruct them on company policies and best practices 
• Maintain working knowledge of company policies and procedures
• Facilitate new employee training and development
• Conduct data entry into the PestRoutes system from external sources per the directive of department management
• Ensure quality maintenance and accountability of customer support processes through proactive audits of the team’s work
• Audit data entered by other customer support roles to monitor adherence to established procedures, evaluate overall quality of work and customer service, and provide suggestions for systematic and procedural improvements
• Gather, summarize and analyze data for effective management reviews of KPI’s including recommendations for continuous improvement areas, projects, and resource focus
• Operate as a liaison to CCC management, employees, and other relevant department figureheads and external parties

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

• While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to walk. The employee is regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl, under or over objects.
• The employee may occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regular standing, walking, and sitting
• The ability to use a computer and telephone systems is essential to work.
• Work is inside a climate-controlled office with moderate noise level

Am I qualified for this position? You are if you have the following:

While we would love the opportunity to connect with everyone that applies, we will be focusing on those applicants that meet or exceed the qualifications below:

• High School Diploma or GED (General Education Diploma) is required; Associate’s degree or higher is preferred.
• Proficient with MS Office applications, including Excel, Access and Outlook.
• 6 months+ related experience and/or training in a quality assurance role, ideally in a contact center environment
• 6 months+ experience in a management position, ideally in a contact center environment

The Shield Co. Management LLC/EcoShield Pest Solutions is an equal opportunity employer