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The Quality Specialist is responsible for monitoring and evaluating. This includes monitoring interactions with customers, coaching (if applicable for program), and tracking the measurable delivery of quality service and care to ensure client and program standards are maintained or exceeded. Also, supporting Academy Bay, meeting attendance (as needed), meeting/exceeding the monthly expectation for operations support and special assignments as assigned, while also maintaining an expected level of calibration with regards to production.

Responsibilities

• Promote teamwork and help develop a program culture within the department and throughout the program that is founded upon exceptional customer service
• Actively work towards QA Department goals and implementation of processes
• Participate in calibration sessions and meetings with Training and Operations
• Prepare performance evaluations of the Representatives and interactions with customers to help the employees get a better sense of their strengths and opportunities for development
• Evaluate performance in accordance with standards and with the intent of helping our representatives
• Suggest improvements to improve the customer experience
• Monitor live and/or recorded agent interactions with customers to ensure adherence to client and Percepta standards
• Conduct 1-1 coaching sessions with representatives to deliver feedback, if applicable
• Complete special projects and developmental opportunities for assigned programs
• Participate in any Operational re-current training and departmental meetings to stay abreast of changes within the program
• Quality Specialist will be scheduled to support Operations each month. Responsibilities could include, but are not limited to:
• o Contact Handling Time
• o Subject Matter Expert duties (Operational and Training)
• o Re-current Training Facilitator
• o Special Assignments as assigned
• Provide suggestions and recommendations for processes as needed
• Assist with the implementation of process changes
• Actively involved in own professional development, making suggestions and completing developmental opportunities as assigned

Education

• High School Diploma or equivalent required. Associate degree preferred.

Experience

• Minimum 1-year experience of public relations, public affairs, sales, marketing, or customer service experience.
• 1 year of work within the automotive industry is preferred
• Quality assurance experience preferred

Skills

• Data entry and proofreading skills required
• Time management skills
• Oral, written and interpersonal communication skills
• Problem-solving skills
• Working knowledge of Microsoft applications (Windows, Outlook Word, Excel and PowerPoint)
• Able to work a flexible schedule to include extended evening and weekend hours as needed on a limited basis
• Ability to interact effectively with all levels of employees and management
• Proven ability to perform in a fast-paced environment
• Execution in quality actions and strategies
• Maintain a positive work environment that fosters team performance and supports the culture and values of the organization

Other

• Open to the possibility of relocation and the willingness to travel
• Ability to work and coach to specific program hours of operation as needed to accomplish program goals

Job Type: Full-time

Pay: $18,931.00 per month

Work Location: In person