27 days old

Call Center Quality Assurance Specialist

Bordentown, NJ 08505
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*Primary Location: *730 Route 68, Bordentown, NJ, USA
*Division: *Cox Automotive
*Job Level: *Individual Contributor
*Travel: *No
*Schedule: *Full-time
*Shift: *Day Job
*Requisition Number: *202101019
The Quality Assurance Specialist II is responsible for building a world class example of a client-centric organization that effectively delivers a continuously improving end to end client experience that drives the largest financial benefit to Cox Automotive.

This role supports initiatives including, but not limited to, driving operational improvement, measuring the client experience, strategy and design of the client experience and creating a customer-centric culture. The position supports the QA initiatives of CRC Operations through client interaction evaluations, reporting and analysis. In addition, the role will partner with training and operations, in support of root cause discovery and correction to maintain a high level of service and client satisfaction. Individual filling this position is required to identify problems, mediate issues, develop solutions, and implement appropriate course of action. Open working environment conducive to overall success of organizational goals through team collaboration, commitment, and shared objectives.

*Job Responsibilities:*

* Utilize CRC tools and technology to enhance CRC operations across Manheim auction locations.

* Performs daily QA evaluations of CRC Team Members by observing phone calls/cases with their clients compared to the Quality Scorecard which outlines expectation.

* Provides meaningful feedback of evaluation results.

* Present information clearly and assist in designing details that impact desired client behaviors and focus on reducing wasted effort and errors.

* Align evaluation results with CRC/Auction KPIs and training initiatives, while recommending improvements.

* Assist and develop skills in user-centered design to create, and assist others in creating useful, usable, and engaging workflows and business processes that effectively integrate physical and emotional requirements into meaningful experiences.

* Assists with identifying Technical Support team members not meeting Quality standards and recommends necessary coaching to their managers.

* Participate in calibration sessions to maintain consistency with internal evaluations.

* Up to 20% of time may be spent answering inbound client calls with existing CRC team members.

* Manage special projects as needed and performs other duties as assigned


* High School Diploma or GED required. Associates or Bachelors degree preferred

* 3+ years experience with customer service or operations

* Experience in software implementation preferred

* Strong knowledge of Good Customer Service Practices and Good Quality Assurance Practices.

* Customer oriented and service minded.

* Capable of understanding and overcoming different cultural and language obstacles to provide solutions that satisfy corporate, regional, and local objectives.

* Capable of analyzing data in order to support the development of strategies to effectively manage the action plans that will resolve the issues.

* Time management and troubleshooting skills.

* Ability to build and maintain effective working relationships is required

* Ability to communicate both written and orally, to all levels of management and across different cultural backgrounds.

* Knowledge of dealership needs and desires for quality systems and compliance helpful.

* Ability to identify problems and initiate corrective actions and preventative actions.

* Perceptual and analytical problem solving relating to removal of obstacles.

* Ability to address, respond, and follow-up to multiple open issues.

* Able to work independently with little direction and multi-task while being extremely productive and timely.

* Ability to work required shifts both independently and within a team organization.

*Competencies For Success:*

* Excellent oral and written communication skills.

* Requires attention to detail and the ability to adapt to change.

* Ability to accurately and professionally facilitate communication between all team members and help improve the quality of our client interactions.

*Key Customer Interfaces*:

* Phone communication.

* Shared screens.

* Email communication.

* PureCloud, AS 400, Microsoft Applications

* Knowledge of various computer applications including experience with business support applications such as MS Office (Word, Access, Power Point, and Excel) required.

* Must have an ability to accommodate a flexible schedule and work overtime as needed

*Work Environment:*

Constant sitting in an office environment. Typing on pc throughout the day. Moderate noise level.

Who We Are
*About Cox Automotive*
Theres nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.

*About Cox *
We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.
Posted: 2021-03-19 Expires: 2021-05-15
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Call Center Quality Assurance Specialist

Bordentown, NJ 08505

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