AutoNation Headquarters
Job Description:
We are seeking a highly motivated and experienced Quality Assurance Specialist to join our call center team. As a Quality Assurance Specialist, you will play a pivotal role in ensuring compliance with company quality standards on all contact channels while monitoring key performance metrics to improve call quality. As a QA Specialist , you will help ensure the highest quality of customer service by monitoring and evaluating calls, providing feedback and suggestions on implementing performance improvement strategies to ensure our call center representatives deliver a peerless customer experience. Your expertise and guidance will be instrumental in maintaining high-quality standards across all customer interactions.
Responsibilities:
– Monitor calls to measure and evaluate agent performance and adherence to call guides/scripts.
– Utilize a comprehensive evaluation framework with established metrics to assess call quality and customer satisfaction.
– Collaborate with team leaders and/or BDC trainers/champions/coaches to identify training needs and implement targeted coaching plans.
– Analyze performance data and call center metrics to identify trends, patterns, and areas of improvement.
– Prepare regular reports and presentations on performance insights, highlighting key findings and recommendations.
– Collaborate with the management team to develop strategies for enhancing call center efficiency and effectiveness.
– Ensure adherence to company policies, procedures, and industry regulations.
– Stay updated on industry trends, customer service best practices, and emerging technologies to enhance the quality of call center operations.
Requirements:
– At least 2-3 years proven experience as a Quality Assurance Specialist/Coach or similar role in a call center environment.
– Strong knowledge of call center operations and quality assurance processes.
– Excellent communication skills, both verbal and written.
– Strong problem-solving and analytical abilities.
– Experience in data analysis and generating performance reports.
– Strong organizational and time management skills.
We encourage you to apply if you are a proactive and organized individual passionate about providing the highest quality of customer service. This is a fantastic opportunity to contribute to the success of our organization while working in a collaborative and supportive team environment.
Compensation Plan:
Salary component:
$42,000 annually
Bonus component:
Maximum of $800 monthly depending on metrics attainment.
Metrics Components:
- Number of calls evaluated.
- Call Score Percentage.
Company Overview
AutoNation, a provider of personalized transportation services, is driven by innovation and transformation. As one of America’s most admired companies, AutoNation delivers a peerless Customer experience recognized by data-driven consumer insight leaders, Reputation and J.D. Power. Through its bold leadership and brand affinity, the AutoNation Brand is synonymous with “DRVPNK”” and “”What Drives You