Summary

APCO’s MOTiiV Division is looking for a passionate and highly motivated Contact Center Quality Assurance Analyst (QA) who will be responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. The QA will monitor inbound and outbound calls and email responses to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall MOTiiV BDC’s customer’s experience.

Essential Duties and Responsibilities

• Monitor, evaluate and score inbound and outbound calls against established quality assurance instruments and standards.
• Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards.
• Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools.
• Supports and communicates business goals, quality standards, processes and procedures and policies.
• Ensures the Contact Center Service Representatives adhere to predetermined quality assurance standards and the business’s standard operating procedures.
• Conduct/Leads training sessions (as needed).
• Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures.
• Provides performance expectations, action plans and development plans to improve call quality.
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.
• Provides data for development of training and problem resolution.
• Conducts mock call training for new associates after they complete classroom training.
• Conducts side-by-side and listening feedback sessions with associates on a regular basis.
• Ensuring proper application of and compliance with internal and regulatory standards, guidelines, and procedures.
• Assists in the maintenance of service levels by providing phone coverage as needed including escalated calls.
• Assist in the development or implementation of call quality programs.
• Share performance data drawn from quality monitoring and review with team to identify potential training needs.
• Assist in the preparation of call scripts and recording assuring adherence to and approval as required by internal regulatory and compliance functions.
• Provide clearly written feedback to management for group and individual coaching regarding compliance audits and performance coaching.

• Ensure a great experience when responding to and resolving inbound contact requests and inquiries and service issues.
• Build loyalty when responding to Incoming customer contacts.

Education and Experience

• 3+ years of Quality Assurance Analyst experience in a call center environment
• Demonstrated strong organizational, time-management, and oral and written communication skills
• Outstanding customer service skills and dedication to providing exceptional customer care
• Must be a self-motivator and self-starter
• Focus on quality and customer service
• Exceptional listening and analytical skills
• High Attention to Detail & Follow Through 
• Must be able to effectively communicate with people at all levels inside and outside of the Company
• Creative ability and writing proficiency
• Ability to multitask and successfully operate in a fast paced, team environment
• Must adapt well to change and successfully set and adjust priorities as needed
• Must have a high level of reason and analytical skills and the ability to be objective
• Requires solid interpersonal skills with the ability to work with both management and staff employees
• Proficient with Excel, PowerPoint & Word

Skills

• Bachelor’s Degree, preferred
• Real-time Work Force Management experience, preferred
• In-depth knowledge of consumer auto dealerships preferred
• Knowledge of the Six Sigma Process, preferred
• Bilingual - must be able to read, write and communicate effectively in both English and Spanish, preferred

Physical Demands

While performing the duties of this job, the employee is regularly required to type and look at a computer screen for long periods of the day. The employee must be able to sit for long periods of time. 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. 

Note

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

Employee signature below constitutes employee's understanding of the responsibilities and the job qualifications of the position. 

Employee__________________________________ Date_____________ 

Automobile Protection Corporation (APCO) is a Drug Free Workplace as well as an Equal Opportunity Employer. Qualified applicants shall be considered for all positions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other status protected by federal, state or local law.