At John The Plumber, we don’t just fix plumbing—we deliver a fast, friendly, and professional experience every time.
We’re growing quickly and building a Quality Assurance department to make sure every customer interaction—from the first phone call to the final invoice—is exceptional.
This is not a typical QA role.
You will directly impact:
• Customer experience
• Google reviews
• Revenue and performance
What You’ll Be Doing
1. Customer Experience QA
• Review customer interactions (calls, jobs, follow-ups)
• Identify gaps in communication, trust, and clarity
• Ensure every customer feels confident and taken care of
2. Call & Booking QA
• Review dispatcher calls and booking performance
• Coach team on:
◦ Handling price objections
◦ Improving booking rates
◦ Delivering a strong first impression
3. Job & Technician QA
• Audit completed jobs (notes, photos, invoices)
• Identify missed opportunities or inconsistencies
• Support improvement in:
◦ Average invoice
◦ Customer communication
◦ Overall professionalism
4. Customer Follow-Ups
• Call customers after service to gather feedback
• Identify and resolve issues before they become bad reviews
• Turn great experiences into 5-star reviews
5. Coaching & Reporting
• Provide clear, actionable feedback to team members
• Track key performance metrics
• Report weekly insights and improvement opportunities
What We’re Looking For
Ideal Background:
• Dispatcher, customer service, or call center experience
OR
• Plumbing / HVAC technician with strong communication skills
OR
• QA / coaching experience in a service business
Must-Have Skills:
• Strong communication and people skills
• Ability to coach and improve others (not just criticize)
• Attention to detail
• Ability to spot patterns and problems
• Comfortable reviewing calls and customer interactions
Bonus (Not Required):
• Experience in home services (plumbing, HVAC, etc.)
• Experience with call scoring or QA systems
• Familiarity with CRM systems (e.g., Jobber)
Who This Role Is Perfect For
Someone who:
• Notices when things could be done better
• Enjoys improving systems and people
• Thinks in terms of customer experience AND business results
• Wants to grow into a leadership role
What Success Looks Like
• Higher booking rates
• Improved customer reviews
• Fewer complaints and callbacks
• Stronger, more consistent customer experience
Compensation & Growth
• Competitive salary (based on experience)
• Performance-based bonuses tied to results
• Opportunity to grow into a leadership role as we scale
Why Join Us?
• Fast-growing, high-performance company
• Direct impact on company success
• Work closely with leadership
• Opportunity to build and own a department