Customer Experience Specialist (Quality Assurance)
Description
- Perform quality checks and audits of inbound and outbound calls and emails to ensure that quality standards are being met and approved upon
- Provide call quality feedback and reporting to customer service and sales management
- Monitor and measure call quality trends and issues to identify opportunities for improvement
- Collaborate with CARFAX Management to identify and recommend areas for training
- Participate in continuous quality improvement initiatives
- Serve as a resource to CARFAX regarding quality concerns
- 2+ years of call center experience required
- Prior experience with sales quality assurance preferred
- Salesforce.com experience a plus
- Exceptional communication and presentation skills
- Demonstrated strong work ethic
- Ability to prioritize and manage multiple tasks
- Excellent computer skills (MS office, Dealer DMS, online inventory sites) including working from an iPad
- Ability to problem solve and be flexible in a changing environment
- Highly organized and attentive to detail
- Competitive compensation, benefits and generous time-off policies
- 4-Day summer work weeks and a winter holiday break
- 401(k) / DCPP matching
- Annual bonus program
- Casual, dog-friendly, and innovative office spaces
- For a comprehensive list of benefits, please visit our website: https://jobs.jobvite.com/carfax/p/benefits
- 10X Virginia Business Best Places to Work
- 10X Washington Post Top Workplace
- 9X Washingtonian Great Places to Work
- 3X St. Louis Post-Dispatch Best Places to Work
About CARFAX
CARFAX, part of S&P Global Mobility, helps millions of people every day confidently shop, buy, service and sell used cars with innovative solutions powered by CARFAX vehicle history information. The expert in vehicle history since 1984, CARFAX provides exclusive services like CARFAX Used Car Listings, CARFAX Car Care, CARFAX History-Based Value and the flagship CARFAX® Vehicle History Report™ to consumers and the automotive industry. CARFAX owns the world’s largest vehicle history database and is nationally recognized as a top workplace by The Washington Post and Glassdoor.com. Shop, Buy, Service, Sell – Show me the CARFAX™. S&P Global Mobility is a division of S&P Global (NYSE: SPGI). S&P Global is the world’s foremost provider of credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets.
CARFAX is an Affirmative Action/Equal Opportunity Employer. It is the policy of CARFAX to provide equal employment opportunity to all persons regardless of race, color, sex, pregnancy, religion, national origin, age, ancestry, citizenship status, veteran status, military status, disability or handicap, sexual orientation, genetic information or any other status protected by federal, state or local law. In addition, CARFAX will provide reasonable accommodations for qualified individuals with disabilities. We maintain a drug-free workplace. We are a participant in E-Verify.