About Mira Home - Pest Control:
At Mira Home, we are more than just a pest control company; we are a customer-focused team dedicated to peace of mind. Our mission is simple: we worry about the bugs so our customers don’t have to. We pride ourselves on a culture of independence, safety, and exceptional service. Whether you are a seasoned professional or looking for a new career path, we provide the training and tools necessary to help you succeed in the field.
Taking care of people is at the heart of everything we do, and that starts with our team.
Mira Home exists to create peace of mind for your home, while nurturing a team where people grow, flourish, and become more than they thought possible.
The Quality Management Specialist is responsible for elevating the customer experience across the Customer Care Center (CCC) by evaluating interactions, identifying opportunities, and partnering with Team Leads to drive continuous improvement.
This role listens to and analyzes a high volume of customer interactions, provides structured and actionable feedback, and helps ensure every customer receives a white glove, caring, and confidence-building experience.
Pay & BenefitsBase Pay:$20-$22 an hour (based on experience)
Additional Benefits:
Health Savings Account (HSA)Health, Dental, and Vision InsurancePaid Time OffHQ Building Perks
How You Win in This RoleCommunicationDeliver clear, actionable, and consistent feedback on customer interactionsTranslate quality insights into simple, coachable behaviorsPartner closely with Team Leads to ensure alignment on expectations and standards
DevelopmentIdentify patterns in performance and coachable opportunitiesSupport Team Leads in developing their specialists through targeted insightsReinforce behaviors that create a world-class customer experienceHelp define “what great looks like” on every interaction
AlignmentEnsure quality standards are consistent across all teams and leadersAlign grading and feedback with Mira’s values and customer experience goalsPartner with leadership to maintain a unified approach to customer care
InnovationIdentify trends and recommend improvements in:Call handlingMessagingProcessesTraining contentHelp evolve quality standards as the business growsContribute to improving CSAT and overall customer perception
Leading PeopleInfluence without direct authority through trust and expertiseSupport Team Leads as partners in coaching and developmentHelp build belief in what great customer care looks likeElevate the entire team through consistency and clarity
Your Role in ActionCall Monitoring & EvaluationListen to a high volume of calls, emails, and messages dailyEvaluate interactions using established quality standardsAccurately score and document performanceEnsure consistency and fairness in all evaluations
Quality Management & FeedbackProvide clear, specific, and actionable feedback on interactionsHighlight both strengths and opportunities (3:1 mindset)Identify recurring behaviors impacting:Customer experienceEfficiencyConversion / retentionMaintain high standards for what “white glove” service looks like
Coaching PartnershipPartner directly with Customer Care Team Leads to:Review quality trendsIdentify coaching prioritiesAlign on performance expectationsSupport 1 on 1 coaching efforts with data and insightsHelp leaders coach to behaviors, not just metrics
Customer Experience OwnershipEnsure every interaction is caring, intentional, and solution focusedIdentify trends that negatively impact CSATRecommend improvements to elevate the overall customer journey
Reporting & InsightsTrack and report on quality performance trendsOutlier managementHighlight:Top performersCommon gapsOpportunities for improvementHelp leadership stay closely connected to the voice of the customer
Process & Training ImprovementCollaborate on improving training materials, call scripts and frameworks, and internal processesHelp standardize best practices across the CCCSupport onboarding quality calibration for new hires
What You Bring to the TableStrong understanding of customer experience and call quality standardsAbility to evaluate interactions objectively and consistentlyExcellent communication and feedback skillsStrong attention to detail and pattern recognitionPassion for improving performance and developing othersAbility to influence and collaborate across teams
Preferred Qualifications1–3+ years in a call center or customer service environmentExperience with call monitoring, QA, or coaching preferredExperience working with or supporting Team LeadsFamiliarity with platforms such as NICE CXoneExperience with FieldRoutes / PestRoutes preferredProficiency in Microsoft Office and Google Sheets
Alignment with Mira ValuesUnited – Creates consistency and alignment across teamsCaring – Ensures every interaction reflects empathy and careIntentional – Focuses on meaningful, actionable feedbackTransformative – Drives continuous improvement and growth
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