Quality Assurance Associate

Description

Quality Assurance Associate – Call Center (HVAC, Plumbing & Electrical)

Southern Home Services is a residential HVAC, Plumbing and Electrical company that acquires, owns, and operates businesses around the United States. We are seeking business leaders to join our growing team and become an integral part of our company's future.

Are you ready to be Part of Something BIGGER!

Southern Home Services Company, is looking for a dynamic Quality Assurance Associate to join a thriving business that believes in work life balance and cares about YOU!

We are seeking a dedicated and detail-oriented Quality Assurance Associate to join our call center team specializing in HVAC, plumbing, and electrical services. This role is critical in ensuring that our sales representatives consistently meet the highest standards of quality, accuracy, and compliance with industry and company guidelines. The ideal candidate will bring experience in quality assurance within a sales or call center environment and thrive in a fast-paced, performance-driven setting.

Key Responsibilities

• Monitor and evaluate sales calls to ensure compliance with company protocols, regulatory standards, and customer experience expectations.
• Conduct quality investigations and provide detailed feedback on call performance, scripting adherence, and service presentation.
• Collaborate with leadership and operational teams (Multiple sites) to address quality concerns, identify root causes, and implement corrective and preventive actions.
• Maintain comprehensive records of audits, call reviews, and performance metrics to drive continuous improvement.
• Assist with developing, updating, and enforcing quality standards, procedures, and best practices.
• Provide coaching insights and recommendations to enhance call handling, accuracy, and customer satisfaction.
• Demonstrate flexibility to take inbound calls and make outbound calls as needed to support call center operations.

Requirements

• Proven experience in quality assurance or quality control within a sales or call center environment (HVAC, plumbing, or electrical industry experience preferred).
• Familiarity with quality audit processes and maintaining quality management systems.
• Strong analytical skills with the ability to interpret performance data and identify trends.
• Exceptional attention to detail and a commitment to upholding high-quality standards.
• Ability to communicate findings clearly and work collaboratively with cross-functional teams.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.

The physical requirements of this job include:

• Perform work while sitting and/or standing at an individual work station or office
• Communicate verbally via phone or other communication device.
• Ability to stand, walk and sit; talk or hear, both in person and by telephone
• Use hands to type, handle or feel objects or controls; reach with hands and arms. 
• Occasionally stoop, kneel, bend, crouch and lift up to 10 pounds.
• Work is usually performed in an indoor office environment.

Southern Home Services will make reasonable accommodations to allow an employee to perform the essential functions of the job. 

Benefits:

We offer a rewarding career path with great benefits, flexible schedules, professional and on-the-job training, and growth plans. Be a part of the team that our customers call the finest in the industry.

• Reliable, Year-Round Work
• Weekly Paychecks
• Paid Time Off and Paid Holidays
• Comprehensive Medical, Dental, and Vision Benefits
• Company Matched 401k
• Employee Discounts

This is a Non-Exempt position. 

Southern Home Services is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. The policy applies to all employment practices within our organization.

As a Quality Assurance Associate, your expertise will directly influence the performance and reputation of our customer service team. You will play an essential role in promoting service excellence, customer satisfaction, and operational integrity across the organization.