Customer Service Quality Assurance Specialist
About the position Magid Glove & Safety is America's leading manufacturer, distributor and importer of hand protection and safety products i.e. work gloves, fall protection, gas detection, reusable and disposable respirators, clean room, 1st aid and all other safety related products. We are a privately held, family founded company, and have been providing safety solutions to thousands of companies since 1946. Magid is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. What Matters at Magid? YOU do! "The number one key to growth is having good people and that's what has driven us at every stage of the game." - Greg Cohen, CEO At Magid we are passionate about keeping workers safe and proud of the innovative and collaborative environment we've created where diversity is celebrated, and growth never stops. The Customer Service Quality Assurance Specialist role is a Monday through Friday (no evenings or weekends) position, working Monday, Tuesday, Wednesday and Thursday in office and Friday remotely. Magid is headquartered in Romeoville (IL). The hours for this role are 8:30 am to 5:00 pm.
Responsibilities
- Monitor and evaluate the quality of customer service interactions across all engagement channels
- Audit and track service interactions for adherence to process, procedure and behavioral expectations.
- Own credit and RGA hold review and approval while auditing for issues and improvement opportunities.
- Maintain accurate records of quality evaluations, feedback and improvement initiatives.
- Provide coaching and feedback regarding monitored service interactions.
- Prepare weekly/monthly reports on quality trends and service performance (SLAs, activity times, CSAT, etc.).
- Collaborate with process lead, learning & development and service leadership teams to address gaps, best practice reinforcement, and new employee onboarding experience.
- Facilitate calibration sessions to ensure consistency in scoring and service experience expectations.
- Recommend enhancements to QA processes, customer service scripts, and order entry procedures.
- Attend service department meetings and daily huddles to build alignment with the team and share insights to support learning reinforcement efforts.
- Understand and share customer needs and pain points identified in interaction reviews and feedback analysis.
- Escalate identified issues for immediate resolution when applicable.
Requirements
- Experience with service ticket systems, order management software, and call/email monitoring tools.
- Strong attention to detail and analytical skills.
- Excellent written and verbal communication.
- Ability to provide constructive feedback and influence positive change.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
- Familiarity with QA scorecards and reporting tools.
- Associate's or Bachelor's degree preferred.
- 3-5 years in a customer service quality assurance role, preferably in a distribution, logistics, or supply chain environment.
Nice-to-haves
- Knowledge of distribution a plus.
- Certification in Quality Assurance or Customer Service (e.g., COPC, Six Sigma, etc.) is a plus.
Benefits
- Health, dental, vision, life and disability insurance
- Bonus plan
- 401k retirement plan with company match
- Company provided Profit Sharing
- Participation in Magid Paid Time Off (PTO) Policy
- 9 Paid Holidays
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