Job Description

Overview

Title : Quality Specialist-ECW

Location : Experience Center West (Chandler, AZ)

Schedule : Must be local as candidate will be needed to work on-site on a Hybrid schedule a couple days per month

Current Hours : Monday- Friday 7AM-5PM (shifts must be between these hours). Candidate needs to be available to work OT during the week or on weekends

Education : Minimum High School

Note: This listing includes general duties and requirements for the role and does not guarantee job changes or shifts.

Responsibilities

• Quality Specialists provide a review of the quality and accuracy of work functions performed by call center team members within client call centers and their external business partners. Observations are used to develop performance trending and identify performance gaps, and may be used to identify internal process improvement opportunities.
• Evaluate and verify assigned telephone and clerically based work quality and accuracy to support high-quality customer contacts and related processing tasks.
• Attend assigned calibrations to ensure consistency within monitoring processes, procedures, job knowledge, and scoring.
• Leverage recording/monitoring applications to compile data and generate reports to support business goals.
• Work collaboratively with team members and maintain regular attendance to support team and business objectives.
• Maintain strong written communication and attention to detail; demonstrate organizational skills.
• Apply concepts in ambiguous circumstances (i.e., work in gray areas) and adapt to flexible hours, including day, evening, and weekend hours.
• Adhere to attendance policies and ensure on-time arrival and adherence to scheduled breaks and workday end times.
• Ensure access to a functional high-speed internet connection to facilitate work from home as required.

Qualifications

• Strong business sense with practical expertise; automotive finance experience preferred.
• Quality assurance experience in call center and/or external business partner environments.
• Bilingual Spanish may be required or preferred, depending on business needs.
• Must have functional high-speed internet connection for remote/work-from-home capabilities.
• Critical thinker with the ability to validate and check transactional data.
• Proficiency with Microsoft Office applications (Word, Excel, etc.).

What youll be doing

• Evaluating and verifying quality and accuracy of telephone and clerical tasks to support high-quality customer interactions.
• Attending calibrations to ensure consistency in monitoring processes and scoring.
• Using recording/monitoring tools to compile data and generate reports aligned with business goals.
• Supporting Quality and Compliance objectives under supervision.

Requirements

Notes: This person will be performing phone evaluations, sales-related tasks, back-office work, and listening to calls to ensure processes are correct. Bilingual Spanish skills and related experience are desirable.

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