QA/QC Experience Specialist

Pencor Construction

Quality Control/Assurance Specialist ensuring customer orders are handled with excellence. Supporting Blue Ridge Communications' customer service, focusing on quality standards and training.

Posted 7/5/2026full-timeLehighton • Pennsylvania • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

Setting quality standards for recovery opportunities and ensuring appropriate resolution and documentation
Aiding teams by educating and providing feedback to the agent and supervisor for coaching purposes
Monitoring and evaluating customer and agent interactions to ensure a high level of customer service while verifying that interaction guidelines are followed
Setting quality standards for incoming and outgoing phone calls as well as our online communications (through chat & email) for our customer service team
Monitoring similar quality standards for our customer interactions for the Commercial Dept. and our Level 2 Technical Department; These standards include but are not limited to: How the agent greets and engages the customer How the agent uses available resources, educates customers on products and services and makes retention efforts when needed How the agent demonstrates excellence in phone etiquette (and empathy when necessary) and ends the conversation
Researching and resolving the customer’s issue expeditiously
Tracking and brainstorming areas for improvement with lessons learned from escalations
Communicating feedback to the agent and leadership through email and possible one on one coaching sessions
Joining leadership meetings to report on error and escalation trends and possible training needs
Providing monthly reports and individual agent feedback within required deadlines to ensure coaching and commissions are completed in a timely manner
Assisting with the onboarding of new hires to showcase quality standards as well as assisting other L&D Departments when needed and helping the customer care team during emergency states.
Supporting and following company tone and brand standards.

Requirements

What you’ll need

H.S. Diploma or G.E.D.
Established residency in Pennsylvania
Minimum 6 months customer service experience and/or tenure within BRC (Must be fully trained in Order Entry, Billing & Troubleshooting)
Current job performance must meet quality standards
Excellent understanding of Order Entry Processes (Once in role, candidate is required to learn ICOMS processes if they are not already proficient)
Knowledge of current monitoring and quality standards
Knowledge of VPI software preferred
Knowledge of current quality standards
Proficiency with Microsoft Windows / Office Programs – Excel
Strong Communication Skills – Oral and Written
Strong Organizational Skills / Detail Oriented
Solid Time Management Skills with the flexibility to work overtime or adjust work schedule as needed
Ability to learn quickly and possess an open mind to continuous change
Ability to meet tight deadlines
Ability to work effectively and professionally as part of a team as well as be an independent worker that is resourceful
Ability to be self-motivated for continuous improvement

Benefits

Comp & perks

WFH 2-Day Flex: Sunday-Thursday, 8AM-5PM or Tuesday-Saturday, 12PM-9PM

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Order Entry ProcessesQuality Standards MonitoringVPI SoftwareMicrosoft WindowsMicrosoft Excel

Soft Skills

Strong Communication SkillsStrong Organizational SkillsDetail OrientedSolid Time Management SkillsAbility to Learn Quickly

Certifications

H.S. DiplomaG.E.D.