Service Quality Specialist

Johnson & Johnson

Service Quality Specialist improving and evaluating customer care representative performance in vision treatments at Johnson & Johnson. Focused on enhancing customer satisfaction and operational metrics.

Posted 7/14/2026full-timeRemote • Florida • 🇺🇸 United StatesMid-LevelSenior💰 $54,000 - $87,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong capabilities in Customer Care performance evaluation, coaching, and reporting, with a focus on enhancing customer satisfaction and achieving departmental metrics. Proficient in managing multiple priorities and delivering timely reports while maintaining high-quality standards.

Highest-signal resume keywords

Customer Care Performance EvaluationCoaching And MentoringQuality ReportingMS Office Suite ProficiencyTime Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Care Representative ExperienceCall Quality EvaluationPerformance Metrics ManagementReport Creation And MaintenanceError ValidationCustomer Effort Score Analysis

Soft Skills

Excellent Written CommunicationExcellent Oral CommunicationInterpersonal SkillsProblem SolvingOrganizational Skills

Industry Keywords

First Interaction ResolutionCustomer SatisfactionQuality ImprovementFast Paced EnvironmentDepartment Goals And Objectives

About the role

Key responsibilities & impact

Evaluate, score, and provide feedback to Customer Care Representatives via SQ Monitoring Evaluations to improve performance, customer satisfaction and measure First Interaction Resolution.
Provide verbal coaching/mentoring through various programs/ office hours sessions for quality improvement.
Provide monthly Customer Service leadership with quality /MBR reporting. (60%)
Share team responsibilities and support team functions such as Error Validation, Customer Effort Score, Monthly SQ/Issue Management Reporting (IMR) Performance Trackers. Provide monthly communication and reporting to department leadership (20%)
Support order entry on peak volume days when the service level needs support via phone/fax/email. (15%)
Perform other related duties as assigned by management. (5%)

Requirements

What you’ll need

Education High School Diploma or equivalent.
4+ years as a Customer Care Representative
Individual Call Quality average of 95% (over the past 6 months).
Meeting all departmental metrics for the past 6 months (consecutive).
Demonstrate excellent written and oral communication skills.
Excellent interpersonal, problem solving and proven organizational skills.
Ability to perform in a fast paced, changing environment while meeting and or exceeding established performance measures.
Must be familiar with overall organization and or department goals and objectives.
Proficient in MS Office Suite.
Create, maintain & complete reports/deliverables in a timely manner.
Exhibit good time management and organizational skills; ability to effectively manage multiple priorities and flex schedules as business needs require.

Benefits

Comp & perks

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
This position is eligible to participate in the Company’s long-term incentive program.
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year