Customer Experience Specialist (Quality Assurance)

CARFAX•Centreville, VA

1d•Hybrid

About The Position

Join Team CARFAX as a Customer Experience Specialist Isn't it time you bragged about where you work? At CARFAX, we do, every day. We pride ourselves on being mission-focused on helping to grow a brand built on accuracy and integrity. We care deeply about our products and our customers. We’re more than just a company: We help millions of consumers make more-informed decisions every day. We know that our teammates are our most valuable asset, and we value a balanced life while tackling challenging projects in a fast-paced environment. The CARFAX Quality Assurance group is looking for a Customer Experience Specialist to join their team! The Customer Experience Specialist will help increase call quality across different areas of our business to increase revenue and retention. If you have experience in a high-volume call center environment, and are extremely detail oriented, consider applying today! At CARFAX, we believe in the power of teamwork and value in-person interactions so that we can collaborate and thrive together. This position will require 3 days in our Centreville, VA office subject to change with future business needs.

Requirements

2+ years of call center experience required
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

Nice To Haves

Prior experience with sales quality assurance preferred
Salesforce.com experience a plus

Responsibilities

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