Call Center Quality Assurance Specialist in Charlotte, NC at Sonic Automotive

Date Posted: 11/13/2018

Job Snapshot

Job Description


Job Summary:
The Call Center Quality Assurance Specialist performs quality assurance oversight for the Guest Experience Center.
 
 
Duties and Responsibilities:
•         Maintain a thorough knowledge of Sonic process, KPIs, policies, and technology.
•         Review call for multiple dealership brands to ensure they meet playbook guidelines and expected execution.
•         Maintain accurate and sufficient documentation of calls via QA scorecards, including
positive observations, as well as areas of needed improvement.
•         Provide ongoing QA Call Evaluation reporting and notification to Executive operations associates.
•         Provide coaching to Guest Experience Agents, as required.
•         Participate in monitoring and calibration sessions with internal leadership.
•         Perform other duties as assigned by the Director of the Guest Experience Center.
•         May give presentations and mentoring to new employees.
•         May participate in action planning meetings.
•         Provide daily, weekly and monthly reporting
 
Qualifications:
•         An Associate’s Degree (AA) from an accredited university or college; or a High school diploma, GED and 1 years related work experience.
•         Experience (2 ) years in a sales or Business Development Center (BDC) environment.
•         Prior supervision experience required.
•         Retail automotive industry knowledge preferred
 
 
Knowledge, Skills and Abilities
•         Ability to monitor and record improvements in performance.
•         Ability to provide feedback and demonstrate a variety of coaching methods.
•         Ability to write reports, and business correspondence. 
•         Ability to communicate effectively both orally and in writing.
•         Ability to build and maintain effective working relationships.
•         Strong attention to detail.
 

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