Customer Service Quality Auditor
Location: Philadelphia, PA
Job Type: Contract
Company: IDR
Category: Administrative / Clerical
Job Description Apply Now
The Customer Service Quality Auditor plays a critical role in ensuring the highest standards of customer service excellence and quality assurance within a dynamic eCommerce and retail environment. As a Customer Service Quality Auditor, your primary responsibility will be to evaluate and monitor customer service interactions, support operational improvements, and drive continuous improvement initiatives. Working within a customer-centric organization, you will focus on compliance, operational efficiency, and the overall enhancement of the customer experience. This position is designed for professionals with a keen eye for detail, a passion for process optimization, and experience with modern customer support platforms.
In this full-time Customer Service Quality Auditor position, you will be responsible for conducting comprehensive quality audits and monitoring customer service communications to ensure strict adherence to company standards. You will work closely with customer service teams and management to identify areas for operational improvement and provide actionable feedback that supports the company’s commitment to delivering outstanding customer experiences. Leveraging workflow software such as Microsoft Office, Google Sheets, Monday.com, and Zendesk, you will track, analyze, and report on quality metrics, using this data to drive process enhancements and maintain a culture of continuous improvement.
This Customer Service Quality Auditor role requires a foundational background in business, quality assurance, or a related field, as well as demonstrated experience in customer service within retail or eCommerce environments. The ideal candidate will be a proactive self-starter, skilled in process documentation, with the ability to collaborate effectively with cross-functional teams. Experience with workflow management tools and deep knowledge of Zendesk are essential for success in this role. You will be empowered to make a measurable impact on the organization by identifying process gaps, recommending solutions, and supporting customer service representatives in delivering exceptional service.
The Customer Service Quality Auditor position offers a competitive compensation package, comprehensive benefits including medical, dental, and vision coverage, and the opportunity to join an industry-leading organization with a strong reputation for valuing its employees. As part of a company recognized for its best-in-class staffing practices and employee engagement, you will benefit from a supportive work environment and opportunities for professional growth. The company’s mission centers on operational excellence, commitment to quality, and a drive to continually enhance both employee and customer satisfaction.
Working as a Customer Service Quality Auditor in Philadelphia, PA, provides access to a thriving business and cultural hub, offering abundant opportunities for professional networking and personal enrichment. The organization’s commitment to diversity, equity, and inclusion ensures a welcoming and respectful workplace for all employees. If you are passionate about quality assurance, operational improvement, and delivering world-class customer service, this is the perfect opportunity to advance your career. Click the job application button to take the next step towards joining a company that invests in your success and values your contribution.
Customer Service Quality Auditor - Summary- Monitors and evaluates customer service interactions for compliance with company standards
- Supports process improvement initiatives within an eCommerce and retail support environment
- Works with workflow software and customer support platforms such as Zendesk
- Documents workflows and collaborates with cross-functional teams to elevate service quality
- Offers a path for career development within a highly respected organization
- Conduct comprehensive quality audits of customer service interactions across channels
- Monitor and ensure adherence to company quality and compliance standards
- Identify and recommend process improvements to increase operational efficiency
- Document workflows, procedures, and key findings to support process optimization
- Provide actionable feedback to customer service teams to enhance the overall customer experience
- Utilize software tools such as Microsoft Office, Google Sheets, Monday.com, and Zendesk for tracking and reporting
- Collaborate with management and support teams to maintain high service standards
- Competitive compensation package
- Full benefits including medical, dental, vision coverage, and more
- Access to an Employee Stock Ownership Program
- Dedicated engagement management support
- Recognition as a Best of Staffing® Client and Talent Award winner
- Bachelor’s degree in Business or related field required
- Minimum 2 years of customer service experience, preferably in retail or eCommerce
- Prior experience in quality assurance or eCommerce environment
- Proficient with workflow and reporting tools (Microsoft Office, Google Sheets, Monday.com)
- Demonstrated knowledge of Zendesk platform
- Strong problem-solving and process documentation skills
- Self-starter with the ability to drive operational improvements
- Detail-oriented and analytical thinker
- Proactive in identifying and addressing process gaps
- Collaborative and able to work effectively with diverse teams
- Committed to upholding high standards of service and quality
- Adaptable in a fast-paced, evolving environment
- Opportunity to work in a major metropolitan area with diverse professional opportunities
- Organization dedicated to diversity, equity, and inclusion in the workplace
- Committed to employee growth and recognition
- Legal Disclaimer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.
If you are motivated to make an impact as a Customer Service Quality Auditor, apply today by clicking the job application button and take the next step in your career journey.