QA Specialist - Customer Experience

Job Description

Lennox International Inc. (LII) is a global leader in energy-efficient climate-control solutions. Dedicated to sustainability and creating comfortable and healthier environments for our residential and commercial customers while reducing their carbon footprint, we lead the field in innovation with our air conditioning, heating, indoor air quality, and refrigeration systems. Lennox International stock is listed on the New York Stock Exchange and traded under the symbol LII. Job Description Responsibilities Maintain and develop internal quality standards. Assess support interactions (calls, email, tickets messages) based on established quality standards. Accompany evaluations with meaningful and constructive feedback. Develop process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support Discuss and explain feedback with agents in regular meetings. Analyze all customer service metrics (e.g. AHT, FCR, ACW) and how the team performance affects those KPIs. Participate in calibration sessions to maintain consistency in internal evaluations. Map the need for training and onboarding programs and initiate these projects. Create reports that reflect agent performance. Qualifications Experience : 6 to 8 years in Warranty, Contact Center and Customer service, specifically from product-based industry, with proven experience in quality assurance or a similar role. Critical Skills: H ands-on experience in customer service, contact center and quality assurance. Ability to analyze data and identify areas for improvement. Attention to Detail: Meticulous in identifying defects and inconsistencies Effective in documenting findings and collaborating with teams. Skilled in identifying issues and implementing corrective actions. Problem-solving capabilities to create meaningful strategies to improve support quality. Familiarity with QA tools and methodologies.