Customer Care Quality Assurance Specialist
3 weeks ago
Customer Care Quality Assurance Specialist Join to apply for the Customer Care Quality Assurance Specialist role at Ritchie Bros. About Us IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company, is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. We facilitate the marketing and sale of total‑loss, damaged and low‑value vehicles to a global buyer base across 170+ countries. Job Description As a Quality Assurance Specialist, you will ensure customer interactions across calls, email, chat and social media meet the company's accuracy, quality, and compliance standards. You will manage CRM systems, create reports, support training, and collaborate on process improvements while providing coaching to agents. Responsibilities Review and evaluate a sample of customer interactions for quality, accuracy, and adherence to company standards using Quality Management tools. Monitor and score Specialist interactions for quality improvement; create team reports for all brands to ensure KPIs are met (quarterly and yearly summaries). Create and maintain a current database on the RAMP of policies and procedures, SOPs, user guides, decision trees, e‑modules, and videos. Assist in overflow volume across all communication mediums. Work with Supervisors on UAT initiatives, including creating testing scenarios. Support training of new hires and existing staff as assigned. Assist Customer Care with application system requests and integration support. Perform root‑cause analysis on recurring quality issues, identify process gaps, and recommend fixes. Identify trends in agent performance and customer concerns to support operational improvements and error reduction. Collaborate with team leaders and training teams to recommend targeted coaching and process enhancements. Flexible and willing to perform other tasks as assigned. Qualifications 3+ years in Customer Service or Quality Management with hands‑on experience in coaching and process improvement. Strong understanding of approved procedures and ability to ensure compliance. Confidence to provide coaching and constructive feedback. Skilled at creating training materials: documentation, eLearning modules, quizzes, surveys, and intranet content. Experience with quality monitoring tools (RingCentral, NICE, Genesys). Experience with training and documentation platforms such as Articulate and SharePoint. Experience with Data and Reporting platforms (Excel, Power‑BI, Salesforce). Flexible schedule; ability to work evenings, weekends, and statutory holidays as required. Fluent in English, both written and verbal. Certification in Customer Service/Call Center Training (e.g., ATD) or quality/process improvement (e.g., Six Sigma) is an asset. Spanish and French are assets. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Other #J-18808-Ljbffr
-
Customer Care Quality Assurance Specialist
3 weeks ago
Burnaby, Canada RB Global Inc. Full timeDescriptionAs 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...
-
Customer Care Quality Assurance Specialist
3 days ago
Burnaby, British Columbia, Canada Ritchie Bros. Full timeAbout UsIAA 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...
-
Customer Care QA
3 weeks ago
Burnaby, Canada Ritchie Bros. Full timeA leading auction house is seeking a Customer Care Quality Assurance Specialist to ensure high standards in customer interactions across various channels. Responsibilities include reviewing customer interactions, coaching agents, and supporting process improvements. The ideal candidate has over three years of experience in customer service or quality...
-
Quality Assurance Specialist
5 days ago
Burnaby, Canada Svante Full time**Location**:8800 Glenlyon Pkwy, Burnaby, British Columbia **Career Level**: Technical Level 3 **Salary Level**:T3 ENGG (MANU, FIELD SERVICES AND QUALITY) **Who are we?** Svante is a rapidly growing clean energy technology company making commercial-scale carbon capture and removal a reality and enabling global industries to play offense in the fight...
-
Customer Care Specialist
1 week ago
Burnaby, Canada Ideal Siding Full timeJob Title: Customer Care Specialist Company: Ideal Siding Are you passionate about delivering exceptional quality and service? Do you enjoy talking to people and building relationships? Do you thrive on helping others and solving problems? If you possess a strong drive for learning, growth, and fostering success, we invite you to join our dynamic and...
-
Quality Assurance Specialist
2 weeks ago
Burnaby, British Columbia, Canada Kardium Inc. Full timeYour opportunityBy joining the Kardium team, you can help make a difference in the lives of millions around the world. We have developed a ground-breaking medical device for the diagnosis and treatment of the most common heart rhythm disorder, atrial fibrillation – which can cause stroke, heart failure, and other heart-related complications.Kardium's...
-
Junior Quality Assurance Specialist
2 weeks ago
Burnaby, Canada Skycope Technologies Inc Full time**Who We Are** Small unmanned aerial vehicles (UAV), also known as drones, are becoming more common, and consequently pose threats to people and infrastructure in sensitive locations such as airports, energy facilities, prisons, and military bases. We founded Skycope in 2016 to solve the small drone problem. Skycope develops radio frequency (RF) spectrum...
-
Customer Care Specialist
2 weeks ago
Burnaby, Canada SGS Full timeCompany Description We are SGS – the world's leading testing, inspection, and certification company. We are recognized as the global benchmark for quality and integrity. Our 96,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer, and more interconnected world. In Canada, SGS employs over 2,000 team...
-
Customer Care Specialist
1 week ago
Burnaby, British Columbia, Canada SGS Full timeCompany Description We are SGS – the world's leading testing, inspection, and certification company. We are recognized as the global benchmark for quality and integrity. Our 96,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer, and more interconnected world. In Canada, SGS employs over 2,000 team...
-
Customer Care Specialist
1 week ago
Burnaby, British Columbia, Canada SGS Full time $24 - $27Company Description We are SGS – the world's leading testing, inspection, and certification company. We are recognized as the global benchmark for quality and integrity. Our 96,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer, and more interconnected world. In Canada, SGS employs over 2,000...
