Customer Care Quality Assurance Specialist

Description

As a Quality Assurance Specialist, you will be responsible to ensure our customers receive accurate information on all brands and our agents receive feedback on all their interactions. This includes calls, email and chat. In addition, you will be responsible for documentation to ensure the most recent policies and procedures are available for our Specialists. Managing CRM systems within Customer Care.

You will review interactions and have the discussions with the agents. In extreme situations, you will escalate performance concerns to the respective Supervisors to be resolved.

• 3+ years of experience in direct Customer Service
• Solid understanding of approved processes and procedures.
• Confidence to provide coaching. Ability to design/create documents and maintain the ramp page
• Flexible schedule
• Ability to work evenings, weekends and stat holidays as required
• Must be fluent in English, both written and verbal.
• Spanish and French an asset
• Must be comfortable providing feedback, good and bad
• As required for training
• Typical Call Center office environment

• Monitor and score Specialist interactions for quality improvement. Create team reports for all brands to ensure KPI’s are met. This includes quarterly and yearly summary.
• Create and maintain a current database on the company SharePoint of policies and procedures
• Assist in overflow volume as required (calls, email, and other channels).
• UAT initiatives including creating testing scenarios.
• Responsible for supporting training new hires and existing staff.
• Assist Customer Care with various application systems and various requests from a support and integration perspective
• Flexible and willing to perform other tasks as assigned

IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company (NYSE: RBA) and (TSX: RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles. IAA serves a global buyer base – located throughout over 170 countries – and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations.

Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience. IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time and delivering the highest economic returns.

We conduct hundreds of live auctions each year around the world. It takes a hardworking team of energetic people in a wide variety of full-time and part-time roles to conduct a successful multi-million dollar auction – from equipment inspectors, yard managers and operators to administrative staff and customer service representatives.

Ritchie Bros. is an equal opportunity employer and ensures nondiscrimination in all activities in accordance with all applicable laws. This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Candidate selection is made by Talent Acquisition. Only electronic applications can be accepted.