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Customer Care Quality Assurance Specialist

2 hours ago

Burnaby, British Columbia, Canada Ritchie Bros. Full time

About Us
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.

About The Team
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.

Job 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.

Responsibilities

  • Review and evaluate a sample of customer interactions (calls, emails, chats, social media) for quality, accuracy, and adherence to company standards using Qua lity Management tools .
  • 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 RAMP of policies and procedures SOP's User guides, decision trees, e-modules and videos
  • Assist in overflow volume as required on all mediums
  • Create reports for all brands to ensure KPI's are met. This includes monthly, quarterly and yearly summary.
  • Work with Supervisor on all UAT initiatives including creating testing scenarios.
  • Responsible for supporting training new hires and existing staff as assigned by your supervisor.
  • Assist Customer Care with various application systems and various requests from a support and integration perspective
  • Root cause analysis - Looking at recurring quality issues, spotting process gaps, and recommending fixes
  • Identify trends in agent performance, customer concerns, and process gaps to support operational improvements and error reduction
  • Collaborate with team leaders and training teams to recommend targeted coaching, training new and existing staff , and process enhancements
  • Assist Customer Care with various requests from a support and integration perspective and various application systems
  • Flexible and willing to perform other tasks as assigned

Qualifications
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 comfortable delivering constructive feedback, both positive and corrective, as part of training and coaching
  • Skilled at creating training materials: documents, eLearning modules, quizzes, surveys, and intranet content.
  • Experienced with quality monitoring tools (RingCentral, NICE, Genesys)
  • Experience with training and documentation platforms such as – Articulate, SharePoint
  • Experience with Data and Reporting platforms (Excel, Power BI, Salesforce)
  • Flexible schedule, ability to work evenings, weekends and stat holidays as required
  • Must be fluent in English, both written and verbal
  • Typical Call Center office environment
  • Certifications in Customer Service/Call Center Training (e.g., ATD) or quality/process improvement (e.g., Six Sigma) are assets
  • Spanish and French an asset