Our client, a dynamic leader in customer service solutions, is seeking a Customer Service Escalations & QA Coordinator to join their team. **Job Title:** Customer Service Escalations & QA Coordinator **Location:** Hawthorne, CA **Shift:** Monday to Friday 8:00am to 5:00pm **What's the Job?** + Serve as the primary contact for escalations from Customer Service Managers, coordinating resolution efforts in a timely and professional manner. + Work cross-functionally with internal teams to resolve escalated customer issues, ensuring thorough documentation and follow-up. + Review QA calls and provide constructive feedback to agents and managers to promote consistency and service quality. + Identify trends in escalations or recurring issues and communicate these to leadership for process improvement opportunities. + Track escalation cases from initiation to resolution, ensuring timely and satisfactory outcomes. **What's Needed?** + 2–4 years of experience in customer service, escalation management, or a similar role. + Comfortable reviewing quality assurance (QA) evaluations and delivering feedback constructively. + Ability to manage multiple high-priority issues simultaneously with attention to detail. + Skilled in identifying trends and presenting actionable insights to leadership. + Proficient in using Microsoft Office, Google workspace (Docs, Sheets, Slides, etc) and tracking tools. If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you! ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.