Quality and Training Specialist

3 weeks ago

Boston, Massachusetts, United States CarGurus Full time

Who we are

At CarGurus (NASDAQ: CARG), our mission is to give people the power to reach their destination. We started as a small team of developers determined to bring trust and transparency to car shopping. Since then, our history of innovation and go-to-market acceleration has driven industry-leading growth. In fact, we're the largest and fastest-growing automotive marketplace, and we've been profitable for over 15 years.

What we do

The market is evolving, and we are too, moving the entire automotive journey online and guiding our customers through every step. That includes everything from the sale of an old car to the financing, purchase, and delivery of a new one. Today, tens of millions of consumers visit each month, and ~30,000 dealerships use our products. But they're not the only ones who love CarGurus—our employees do, too. We have a people-first culture that fosters kindness, collaboration, and innovation, and empowers our Gurus with tools to fuel their career growth. Disrupting a trillion-dollar industry requires fresh and diverse perspectives. Come join us for the ride


Role overview

As a core member of the Consumer Sales and Service team, the Quality & Training Specialist collaborates with our external Call Center Partners and Consumer Service and Support organization leadership to identify, design, develop, implement and deliver training to the Customer Support Agent workforce. This person will measure and report on the adoption of systems process and procedures following delivery of trainings, ensure ongoing accuracy of consumer support knowledge base and training materials, and identify areas for process improvements and partner with Vendor Manager/Call Center Partner to enforce the Quality Management processes for teams within the consumer support program

What you'll do

  • Partner with Vendor Manager/Call Center Partner to enforce the Quality Management processes for teams within the consumer support program
  • Monitor and engage with BPO CX Slack channels
  • Oversee quality calibrations with vendor partners, identify and report themes or trends associated with the relationship
  • Complete quality control audits for support workforce
  • Regularly iterate on QA rubrics and processes
  • Identify areas for process improvements
  • Collaborate with our external Call Center Partners and Consumer Service and Support organization leadership to identify, design, develop, implement and deliver training to the Customer Support Agent workforce
  • Measure and report on the adoption of systems process and procedures following delivery of trainings
  • Ensure ongoing accuracy of consumer support knowledge base and training materials, both internal and external

What you'll bring

  • Required Skills/Abilities
  • Ability to prioritize, plan, schedule and arrange own activities in accomplishing objectives under minimal supervision
  • Ability to track and analyze QA/Training/Other Support Metrics and make data-driven changes to processes
  • Understanding of products
  • Strong written and verbal communication skills
  • Effective at driving performance through individualized coaching
  • Comfort with public speaking and leading training sessions
  • You build strong relationships and have easily collaborated with others in a remote environment
  • You're empathetic and work to understand the perspective of our support agents as well as consumers contacting our site
  • Willingness to travel internationally
  • Minimum 2 years in customer support roles
  • Minimum 1 year experience working with vendor support teams
  • Some experience creating and implementing QA rubrics desired
  • Instructional design experience/training desired

Working at CarGurus

We reward our Gurus' curiosity and passion with best-in-class benefits and compensation, including equity for all employees, both when they start and as they continue to grow with us. Our career development and corporate giving programs, as well as our employee resource groups (ERGs) and communities, help people build connections while making an impact in personally meaningful ways. A flexible hybrid model and robust time off policies encourage work-life balance and individual well-being. Thoughtful perks like daily free lunch, a new car discount, meditation and fitness apps, commuting cost coverage, and more help our people create space for what matters most in their personal and professional lives.

We welcome all

CarGurus strives to be a place to which people can bring the ultimate expression of themselves and their potential—starting with our hiring process. We do not discriminate based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We foster an inclusive environment that values people for their skills, experiences, and unique perspectives. That's why we hope you'll apply even if you don't check every box listed in the job description. We also encourage you to tell your recruiter if you require accommodations to participate in our hiring process due to a disability so we can provide the appropriate support. We want to know what only you can bring to CarGurus. #LI-Hybrid

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