LG Electronics North America · 8 hours ago
Customer Service Quality Specialist
Huntsville, AL
Contract
Onsite
Mid Level
$53K/yr - $60K/yr
3+ years expLG Electronics North America is a global leader in technology dedicated to creating innovative solutions for a better life. The Customer Service Quality Specialist plays a crucial role in enhancing customer service performance by monitoring interactions and driving improvements in service consistency and customer satisfaction.
Consumer Electronics
Responsibilities
Conduct regular reviews of customer interactions (calls, chats, emails) to evaluate adherence to service standards and policies & identify areas of improvement
Analyze quality findings, repeat contact drivers, and customer feedback to recommend process improvements with particular attention paid to scenarios such as delivery delays, installation issues, damages, and returns
Partner with operations, training, and support teams to test and implement practical changes that reduce errors, handle time, and escalations
Identify knowledge or skill gaps and collaborate with training teams to refine job aids and learning materials
Track and report quality trends, common failure points, and improvement opportunities related to online purchases
Identify recurring issues, process breakdowns, and friction points that impact customer experience or operational efficiency
Surface insights related to order accuracy, delivery coordination, installation scheduling, and post-purchase support
Support automation initiatives aimed at reducing and/or improving first-contact resolution and reducing repeat contacts
Ensure customer interactions comply with company policies, regulatory requirements, and consumer protection standards
Document quality findings and maintain accurate records to support audits and continuous improvement efforts
Qualification
Required
3+ years of experience in a contact center quality, customer service, or operations support role
Experience supporting e-commerce or product-based customer service environments
Strong analytical skills with the ability to identify trends and root causes from interaction data
Excellent written and verbal communication skills
Preferred
Experience with quality monitoring and CRM platforms
Exposure to omnichannel environments (voice, chat, email)
Experience supporting appliances, large-ticket retail, logistics, or installation services
Benefits
No-cost employee premiums for you and your eligible dependents for competitive medical, dental, vision and prescription benefits.
Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan with several investment options.
Generous Paid Time Off program that includes company holidays and a combined bank of paid sick and vacation time.
Performance based Short-Term Incentives (varies by role).
Access to confidential mental health resources to help you and your loved ones improve your quality of life.
Personal fitness goal incentives.
Family orientated benefits such as paid parental leave and support for families raising children with learning, social, behavioral challenges, or developmental disabilities.
Group Rate Life and Disability Insurance.
Company
LG Electronics North America
At LG, we provide products and services aimed at helping people—at home, at work, or wherever life takes them.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Chris Ryu
Director, Business Development & Strategic Partnership, CSO Office
Lee Martin
Sr. Director, Corporate & Partnership Marketing
Company data provided by crunchbase