Quality Assurance Specialist, Automotive - Jobs in Strathcona

Job Description

QUALITY IS YOUR highest PRIORITYPosted: 2023-06-20Closing: Until FilledLocation: Edmonton South (Hybrid)ABOUT YOUYou #39;re a coach like Ted Lasso that knows how to get the best out of others while giving feedback in a positive manner. You get satisfaction from seeing the whole team improve through coaching, identifying process improvements, and meeting specific objectives with call quality. As a Quality Assurance Specialist for our Automotive Services team, your primary responsibility is to monitor, document, coach and educate Member Service Representatives (MSR #39;s), and Operation Coordinators on call quality and overall decision-making impacting the Member Rescue chain. This position provides specific feedback designed to improve overall performance to meet specific quality objectives as well as identify any process improvement areas to improve overall operational efficiencies and the member experience.WHAT MOVES YOU- You understand the importance of being approachable, keeping an open door to your staff, and executing promises made.- You recognize that everyone has a different approach to learning, and you #39;re able to flex your communication style and approach to help everybody understands.- You excel under pressure - in fact, you pride yourself on staying cool and calm even in the midst of chaos.- You #39;re the very definition of positivity. You #39;re always upbeat and strive to create a fun, healthy work environment.- One of the favorite parts of your job is being able to share your knowledge and experience to help others grow and excel in their careers.WHAT YOU #39;LL DO- Reporting to the Manager, Call Centre Operations.- Support, mentor and develop your team to make the very best decisions- Evaluate and coach your MSR #39;s to ensure quality service for members, identify training needs and recognition opportunities, coach to first call resolution, and support our TYLF culture.- Assess and evaluate a set number of evaluations per month with regular 1 on 1 coaching.- Develop monthly reports that highlight trends in performance.- Participate as a full member of the AMA Member Rescue leadership team participating in leadership meetings, and providing support to frontline employees- Make certain our members are dealt with quickly and their experience makes them feel like they #39;re part of the family.- You may be required to work a variety of shifts and hours, including evenings, weekends and statutory holidays in a call center environment.- Please note our Member Service team is working remotely from home.WHAT YOU #39;VE DONE- You already have coaching experience under your belt and are ready for your next big challenge.- Bonus if you have prior experience monitoring and evaluating contact center agent performance.- Coach, mentor and develop staff to promote a performance-driven culture that rewards and recognizes staff accomplishments.- Provide effective performance feedback through employee recognition.- You have strong written and verbal communication skills.WHAT YOU #39;LL GET- Competitive salary.- Flexible benefits.- Outstanding employer-paid defined Pension Plan.- Great AMA discounts.- Unlimited learning opportunities.- Paid vacation, Volunteer day, and Me-day.- Free parking.- Available rotational work-from-home options.We thank all applicants for their interest; however, only those selected for an interview will be contacted.ID: 2023-2787External Company Name: Alberta Motor AssociationExternal Company URL: https://ama.ab.ca/Street: PO Box 8180 Station South