A junk removal quality assurance specialist asks customers how each pickup went, reads the reviews and survey scores, and finds the patterns behind complaints. The specialist then works with crew leaders and managers on fixes, like debris left on a driveway or a donation that didn't happen as promised.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, waste collection companies · BLS, May 2025
[Customer Service Manager or Director of Operations]
Location:
[INSERT LOCATION HERE]
1. Position Summary
Oversees post-service quality assurance initiatives by conducting customer surveys, analyzing NPS and review data, and identifying service trends. Plays a critical role in ensuring customer satisfaction and driving continuous improvement in junk removal services. Acts as the voice of the customer within the organization, bridging communication between field teams and management. Supports strategic decisions to enhance operational efficiencies and elevate overall service quality.
2. Essential Duties and Responsibilities
Conduct post-service surveys to capture customer feedback and satisfaction levels.
Analyze NPS and online review data to identify trends and patterns.
Recommend service improvements based on data-driven insights.
Collaborate with field teams and management to implement quality enhancement measures.
Monitor and document quality assurance metrics and performance outcomes.
3. Key Tasks / Daily Activities
Administer daily customer surveys and monitor response rates.
Review individual service cases and evaluate customer interactions.
Analyze quality metrics and generate daily performance reports.
Communicate findings and recommendations during team meetings.
Follow up with customers for clarification on service-related issues.
4. Key Performance Indicators (KPIs)
Survey Completion Rate: ≥ 85%.
Net Promoter Score (NPS): Improvement target of 10% year over year.
Customer Satisfaction Rating: > 4.8 stars on major review platforms.
Issue Resolution Time: < 24 hours for identified service gaps.
5. Required Qualifications and Skills
Bachelor’s degree in Business, Communications, or related field.
Minimum of 2 years’ experience in quality assurance or customer service roles.
Strong analytical skills with the ability to interpret NPS and survey data.
Excellent communication and collaboration skills.
Proficiency in using CRM and data analysis software.
6. Preferred Experience
Experience working in the home services or junk removal industry.
Background in operations or service delivery quality assessment.
Familiarity with customer satisfaction measurement tools.
Experience in process improvement methodologies.
7. Physical Requirements
Ability to work in an office environment for extended periods.
Occasional site visits to assess service delivery conditions.
Minimal lifting required when handling physical documents or equipment.
Visual and auditory acuity to review detailed data and participate in meetings.
8. Work Environment and Schedule
Standard office hours with occasional travel to service sites.
Monday to Friday schedule with flexibility for extended hours during peak periods.
Minimal on-call duties as required for urgent service issues.
Collaborative team environment with periodic virtual meetings.
9. Compensation and Benefits
Annual salary range: $50,000 – $65,000 USD.
Performance-based bonus opportunities.
Comprehensive Health, Dental, and Vision insurance plans.
401k plan with company match.
Additional fringe benefits such as paid time off and professional development resources.
10. Company Culture and Overview
At [INSERT COMPANY NAME HERE], we foster a culture of innovation, growth, and excellence.
We believe in empowering team members to drive meaningful change and deliver top-tier customer experiences.
Our collaborative environment emphasizes continuous learning and professional development.
Join us to be part of a dynamic company that values your contributions and supports your career advancement.
11. How to Apply
If you meet the above criteria and want to be part of a growth-oriented company focused on customer satisfaction, please send your resume to [INSERT EMAIL HERE] or apply online at [INSERT WEBSITE LINK HERE].
Need help filling this role? HireBus posts the ad, Iris interviews every applicant by phone before you do, and you decide who to hire. Start hiring now
In junk removal, the finished product is an empty room, and the customer may not even be home to see the crew leave. Quality work here rests on photos, follow-up calls and honest review habits.
Photo audits show the habits
Crews take before and after photos of each space, plus the driveway and curb. Each week the specialist samples a set of finished jobs and scores the after shots: swept floors, nothing left at the curb, no new marks on walls. Patterns show up fast, like one crew that skips the after shot. Those go to the field supervisor as coaching topics.
Surveys feed the customer service team
The specialist owns the post-job survey: the questions, when it goes out and how scores are split by branch, crew and job type. Every low score goes to the customer service manager the same day for a call back, and the specialist tracks how those cases end. Public review requests and the rules behind them belong to the customer service manager, so keep the survey and the review request separate.
Donation promises get checked
Some customers pick a hauler because their things will go to a charity instead of a landfill. When one asks where the dresser went, the specialist needs an answer from the job record and the partner's drop-off papers. Track donation complaints as their own type and treat each one as seriously as damage, since the customer chose you for that promise.
Listening in needs notice
Specialists often play back call center recordings and read job data from crew apps. Some states require notice to workers first. New York requires employers that monitor employees' phone, email or internet use to give written notice at hire, get it acknowledged, and post it. Rules for GPS and cameras differ by state, so the specialist works with HR and uses only data workers were told about. Source: New York Civil Rights Law Section 52-c: Electronic monitoring notice.
Compare like with like
A single mattress pickup and a three-day estate cleanout don't belong in the same average. The specialist splits survey scores and callbacks by job type, branch and crew before anyone draws a conclusion, and reads the comment behind every low score. A crew that does the hardest cleanouts may score a little lower and still be your best.
How much junk removal quality assurance specialists make
The closest BLS group for junk removal quality assurance specialists is market research analysts and marketing specialists. Market research analysts and marketing specialists who work for waste collection companies earned a median of $81,920 a year ($39.38 an hour) in May 2025, according to the Bureau of Labor Statistics. That’s above the $78,760 median for market research analysts and marketing specialists in all industries. About 150 of the 899,580 market research analysts and marketing specialists in that survey work for waste collection companies.
Salaried, with a bonus the template ties to performance. BLS has no code of its own for service quality work, so the figures shown are for market research analysts and marketing specialists, whose work includes building surveys and measuring customer satisfaction. Expect a specialist with a couple of years' experience to start below that median.
Waste collection companies
$81,920$81,920 median Middle half $53,750–$131,510 10th–90th $39,490–$164,430
All industries
$78,760$78,760 median Middle half $58,350–$108,310 10th–90th $43,390–$155,480
$25k$50k$75k$100k$125k$150k$175k$200k
10th–90th percentileMiddle halfMedianAnnual pay, May 2025. Source: BLS Occupational Employment and Wage Statistics.
Annual pay by percentile
Group
10th
25th
Median
75th
90th
Waste collection companies
$39,490
$53,750
$81,920
$131,510
$164,430
All industries
$43,390
$58,350
$78,760
$108,310
$155,480
BLS doesn’t publish pay for junk removal companies on their own. These figures cover waste collection, which include them. Post a real range for your market in the ad.
The pay line in the template above is an example from our Role Blueprint. Set yours from these figures and what local companies pay.
Skills to hire for, and what you can teach
Hire for these
Builds short surveys and reads results without overreacting to one score
Writes clear findings a crew leader can act on
Calls upset customers back and listens before explaining
Pulls reports from a CRM or spreadsheet with ease
Gives crews feedback that is fair and specific
Teach these on the job
Your job types, pricing and what crews will and won't take
Your donation and recycling partners
Your survey and review tools
How your customer service manager runs review requests
How to read crew photos and job notes
The specialist works in your CRM or job software, a survey tool that texts customers after each job, the review sites customers use, and call recordings from the call center. Say whether the job includes writing replies to public reviews.
Two of the 6 questions we'd ask, and what a strong answer sounds like. Ask every candidate the same questions, and rate each answer on your own before you compare notes.
Situational · Score decline
NPS dropped this month. How do you find out why?
A strong answer: Breaks it down by branch, crew and job type, reads every comment, calls unhappy customers and reports the main themes with examples.
Behavioral · Turning feedback into fixes
Tell me about a time customer feedback you gathered led a field or office team to change how they worked.
A strong answer: Names the pattern in the data, how they showed it to the team, the specific change (such as a script, checklist or crew habit) and the before-and-after score.
Pick targets after a full year of survey data, because spring cleanouts and winter pickups score differently.
Survey Completion Rate
Surveys answered divided by surveys sent, by branch and job type, from your survey tool. Watch for crews whose closed jobs never trigger a survey.
Net Promoter Score (NPS)
The share of promoters minus the share of detractors on the recommend question, by quarter. Compare each quarter with the same one last year, since the mix of jobs shifts with the seasons.
Customer Satisfaction Rating
Average star rating on the review sites you track, read monthly with the text. Count how many jobs got a review request, so the rating reflects all customers.
Issue Resolution Time
Hours from a logged complaint to a fix the customer accepts, from CRM time stamps. Track open issues by type, such as missed items or property damage.
Net Promoter Score comes from one question: how likely are you to recommend us to a friend or colleague, scored 0 to 10. People who answer 9 or 10 are promoters, and 0 to 6 are detractors. Subtract the share of detractors from the share of promoters. For a junk removal job, ask within hours, while the cleared garage is still fresh.
How much does a junk removal quality assurance specialist make?
Market research analysts and marketing specialists who work for waste collection companies earned a median of $81,920 a year ($39.38 an hour) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $53,750 and $131,510 a year. Pay also depends on your local market, experience and bonus terms.
Is it OK to thank customers for answering a survey?
The FTC's review rule covers reviews posted on a website or platform, and it bars incentives tied to whether the review is positive or negative. A private survey that stays inside your company isn't a posted review. Give the same thank-you to everyone who answers, whatever they say. If you ever plan to post survey answers as reviews, or to link the survey to a review request, check with the customer service manager first.
Is quality assurance the same as customer service?
No. Customer service books jobs and handles each complaint as it comes in. Quality assurance looks across hundreds of jobs to find what keeps going wrong and why, then works with operations on the fix. A smaller company may give both to one person. At this size, keep the QA specialist apart from the team that handles complaints, so the numbers stay honest.
Should the QA specialist go out with crews?
Yes, now and then. A day on a truck shows why a complaint keeps coming back, like a tight stairwell job booked with too few people. Tell the crew why you're there, and use what you see for coaching, not to catch anyone out.
What makes a good junk removal survey?
Keep it to three or four questions sent by text soon after the job: the recommend question, a star rating, whether the crew was on time and careful with the home, and a comment box. Ask about the job, not about one worker, and route every low score to a same-day call back.
The template asks for visual and auditory acuity. Should the ad keep that line?
Name the tasks instead: reading reports on a screen, listening to recorded calls and taking part in meetings. The EEOC says an employer may not turn down someone with vision loss who can do a job's essential functions, with or without a reasonable accommodation, unless there's a real safety risk. Accommodations include tools like text-to-speech software. A line about the senses may scare off applicants who could do this work well.
