Customer Service Quality Specialist
$53k - $60k USD
Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise, 'Life's Good', embodies our commitment to ensuring a happier life for all. We have a rich history spanning over six decades and a global presence in over 290 locations. Our diverse portfolio includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions. Our management philosophy, "Jeong-do Management," embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of 'Customer-Value Creation' and 'People-Oriented Management', these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom through an inclusive work environment. Join us and become a part of a company that is shaping the future of technology. At LG, we strive to make Life Good for Everyone.
What we can offer:
A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success.
We offer an environment that enables colleagues to demonstrate their capabilities, focus on their work and create value. At LG, you're encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skill—and equal, merit-based opportunities across the board. We want our colleagues to grow with our global business. That's why we deliver sure rewards for exceptional performance and offer industry-leading benefits. Come join the team!
The Opportunity:
The Customer Service Quality Specialist plays a direct role in improving day-to-day customer service performance within a contact center supporting online purchases. This position focuses on monitoring customer interactions, identifying operational gaps, and driving practical improvements that enhance service consistency, accuracy, and customer satisfaction across all support channels.
The ideal candidate is detail-oriented, data-driven, and comfortable working closely with frontline agents, supervisors, and operational teams to turn quality insights into measurable improvements.
Qualifications:
Operational Improvement
- 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
Customer Experience Insights
- 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
Compliance & Standards
- 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
Qualifications:
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
Key Competencies:
- Attention to detail
- Process-oriented mindset
#LI-TF1
Recruiting Range
$53,000—$60,000 USD
Benefits Offered Full-Time Employees:
- 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.
Benefits Offered Temporary/Contractors:
- Eligible for the relevant benefit programs offered through our partner agencies.
Privacy Notice to California Applicants
At LG, we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Consistent with our commitment to providing equal opportunity and embracing diversity, LG has implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics.
In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies where applicable, the salary range listed may not reflect all geographic differentials applied.