Customer Service Quality Surge Specialist

Systems & Methods, Inc. (SMI)

Quality Surge Specialist evaluating Customer Service Surge Representatives on child support inquiries. Monitoring CSR performance for adherence to established standards and providing actionable coaching.

Posted 5/9/2026full-timeRemote • Texas • 🇺🇸 United StatesJuniorMid-Level💰 $48,000 per yearWebsite

About the role

Key responsibilities & impact

Responsible for reviewing and evaluating interactions by Customer Service Surge Representatives to ensure every customer interaction meets the high standards of accuracy and professionalism required for complex child support inquiries.
Act as a guardian of service quality, monitoring Customer Service Surge Representative (CSR) performance and identifying areas for improvement.
Perform regular and random audits of recorded calls and chats to evaluate CSR adherence to federal and state child support policies, legal protocols, and agency standards.
Provide constructive, actionable coaching to CSRs based on evaluations to improve their communication skills, technical accuracy, and ability to handle hostile or difficult inquiries.
Identify recurring issues or knowledge gaps from audits and prepare detailed reports for management to drive process improvements and targeted training initiatives.

Requirements

What you’ll need

High school diploma or its equivalent
Minimum of two years of previous experience in quality assurance, call monitoring, auditing, customer service, or a related field
Experience in an operational capacity that involved supervising or acting in a management role during the absence of management personnel
Skills in using standard computer accessories such as keyboards, mice, and 10—key-pad to facilitate seamless navigation of case management systems
Knowledge in software applications including Microsoft Word, Excel, and various other Windows programs.
Must be fluent in English.

Benefits

Comp & perks

We provide the equipment
Work from home!
Paid training
Set schedule: Monday - Friday between 8:00am CT- 6:00pm CT
Accrue PTO starting day 1
Benefits effective after 30 days of employment
401(k) - Employer contribution after 1 year
Gym Membership Reimbursements
Career Growth Opportunities
Exciting, Fun and Supportive Virtual Work Environment
Coworkers Who Feel Like Family

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

quality assurancecall monitoringauditingcustomer servicecoachingreport preparationtechnical accuracycommunication skillsproblem identificationprocess improvement

Soft Skills

professionalismattention to detailconstructive feedbackinterpersonal skillsconflict resolutionsupervisory skillsanalytical skillsadaptabilityteam collaborationtraining and development