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

Date Posted: 9/13/2018

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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