What are the responsibilities and job description for the QA Lead position at Flexcar?
To ensure a world-class experience for our customers, we are looking for smart, dynamic people to assist in maintaining and executing our Quality Assurance program. If you thrive at the center of the action, are quick on your feet when issues arise, and dream of building the future of transportation, then we want you to join us.
You will audit and analyze current Customer Care operations on an established cadence. You will also document audits thoroughly and review with the QA Supervisor.
To be successful as a QA Lead, you should be heavily experienced in Customer Service roles and have a deep understanding of successful Customer Service interactions as well as demonstrate superior teamwork abilities. Ultimately, a top-class QA Lead should demonstrate strong attention to detail and have a high level of both analytical and problem-solving abilities.
What You'll do:
- Assess Customer Care Representative interactions for upwards of 60 agents based on internal standards; this includes auditing phone calls and tickets
- Perform all Phone Rep audits in the established cadence
- Perform all Ticketing Rep audits in the established cadence
- Perform all Special Team [Delinquency, etc] audits in the established cadence
- Create reports that reflect Customer Care Representative performance
- Audit QA data and report findings to QA Supervisor
- Accompany evaluations with meaningful and constructive feedback
- Partnering with both QA and Training Leadership on creating formalized learnings and knowledge base
What drives success for this role:
- 4-year college degree or equivalent experience
- 1-2 years of Customer Service experience required
- Previous QA experience preferred, but not required
- Willingness to learn various QA methodologies; prior familiarity preferred
- Skilled in organization, time management, and goal-setting practices
- Understanding of Customer Service practices and metrics
- Excellent interpersonal and English communication skills; both in written and verbal
- Skilled at identifying key resources needed for success.
Additional Skills
- Familiarity with Zendesk or equivalent customer support ticketing platform
- Experience with Microsoft Office Suite or equivalent platforms
- Technical aptitude and the ability to pick up new technology quickly, particularly during product development
What tops off the tank:
- Competitive Medical, Dental, Vision, Life and Disability Insurance and other voluntary benefits
- Generous paid time off, including holidays, vacation, personal, sick, volunteer and Parental Leave options
- Tax-free benefit for public transportation or parking expenses
- Bicycle Reimbursement program
- 401(k) Retirement Plan with company matched contributions
- Community involvement opportunities
Who are we?
Flexcar empowers all walks of life the flexibility to have a car of their own without the hassles of traditional car ownership. Convenient and affordable, Flexcar is here to disrupt a 90 Billion dollar industry by providing customers an alternative to car-sharing, leases, ownership, and car rentals.
Flexcar is rapidly growing and we want you to be a Flexster. Our special team is passionate, kind, collaborative, driven, and all-in on building the next automotive game-changer from the ground-up. This truly is an amazing opportunity to not only contribute your talents as a team-member, but also to help build the future Flexcar.
The extra mile:
We encourage Flexsters to bring their whole selves to work - unique perspectives, personal experiences, backgrounds, and however they identify. We are proud to be an equal opportunity employer – M/F/D/V.
