Quality Assurance Assistant

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.

We are hiring a Quality Assurance (QA) Assistant for our Customer Care Center (CCC). At this time, we have the need for thorough, accurate and consistent quality assurance analysis, data entry and system auditing. These functions provide internal departments and individual employees with the information that is required to improve efficiency, maximize adherence to required procedures, and standardize the delivery of world-class support within every customer interaction.

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 hourly rate ($17.00-$19.00 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 QA Assistant for the CCC conducts accurate and thorough entry of data into the Company’s CRM and regularly audits data input into the Company’s databases to ensure adherence to best practices and procedures. The QA Assistant leverages attention to detail and commitment to accuracy to procure and audit the data that is thereafter transformed into the useful information that is used to evaluate the department’s current level of adherence to procedures and to create the path to new levels of efficiency, effectiveness, and truly world-class support of EcoShield customers.

• Conducts data entry into the PestRoutes system from external sources per the directive of department management
• Ensures quality maintenance and accountability of customer support processes through procedural documentation, process and procedure verification
• Catalogues data with appropriate PestRoutes flags and note categories per the directive of department management for ease of reference and cross-functional analysis
• Audits 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
• Reports errors encountered by support staff team members to relevant supervisors for coaching and correction
• Responsible for the gathering, summarizing and analysis of data for effective management reviews of KPI’s including recommendations for continuous improvement areas, projects and resource focus
• Maintains and updates PestRoutes and Outlook systems as necessary / directed
• Operates as a liaison to Customer Care Center management, employees, and other relevant department figureheads and external 3rd parties
• Other duties as assigned

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 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?

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 is required; Associate’s degree is preferred
• Proficient with MS Office applications, including Access and Outlook
• Outstanding verbal and written communication skills
• Sincere passion for creating systems that make the delivery of uplifting, professional and consistently positive customer experiences sustainable and scalable

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