Customer Service Quality Specialist

Overview

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.

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.

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
• Process-oriented mindset

$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.

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…