Technical Hotline Quality Auditor/ Coach
About The Position
Evaluate case analysts for consistency, accuracy, and performance to metrics. Deliver actionable feedback to improve the quality of the response and ensure great customer experience. Guide and coach team members to enhance technical skills and process efficiency to improve performance. Work collaboratively with Commodity Supervisors, Team Leaders, and Subject Matter Experts to develop and implement action plans to improve quality. Contribute to continuous improvement initiatives to improve efficiency and effectiveness. Facilitate calibration sessions to discuss and resolve issues and ensure stakeholders are aligned to operational objectives. Create quality score cards to track performance level. Established and active employee resource groups
Requirements
- Associates of Applied Science (AAS) or Associates of Science (AS) Degree
- 2+ years of technical automotive experience
- 2+ years of process coordination and Quality Assurance methodology experience
- Proven work experience in quality assurance or a similar role
- Ability to document and troubleshoot issues
- Strong interpersonal skills to hold people accountable
- Reliable & diligent worker
- Collaborative team player
- Analytical and problem-solving aptitude
- Proven attention to detail
- Ability to work independently, forward-thinking in problem solving
- Excellent verbal and written communication skills with the ability to communicate effectively with all levels of management in varying areas of the organization
Nice To Haves
- Bachelor of Science Degree preferred
Responsibilities
- Evaluate case analysts for consistency, accuracy, and performance to metrics.
- Deliver actionable feedback to improve the quality of the response and ensure great customer experience.
- Guide and coach team members to enhance technical skills and process efficiency to improve performance.
- Work collaboratively with Commodity Supervisors, Team Leaders, and Subject Matter Experts to develop and implement action plans to improve quality.
- Contribute to continuous improvement initiatives to improve efficiency and effectiveness.
- Facilitate calibration sessions to discuss and resolve issues and ensure stakeholders are aligned to operational objectives.
- Create quality score cards to track performance level.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
