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Quality Assurance Specialist

Want to join us on our exciting journey?

Volvo Cars is on an exciting journey, redefining the automotive experience by innovating to make people’s lives less complicated. We offer you a once-in-a-lifetime chance to make an impact in a company with unique opportunities to grow and make a true difference.

 

Position Summary

 

Quality Assurance Manager assists in the development of our support employees to directly impact the grade of service to our customers B2B and B2C for US and Canada. This individual will be responsible for assessing the quality of the performance of our call center team members. This person will monitor inbound and outbound calls, chats and emails to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer experience.

 

Duties and Responsibilities

  • Participates in design of call monitoring formats and quality standards
  • Performs call monitoring and provides trend data to site management team
  • Uses quality monitoring data management system to compile and track performance at team and individual level
  • Performs monitors of customer care email responses
  • Participates in customer listening programs to identify customer needs and expectations
  • Provides actionable data to various internal support groups as needed
  • Coordinates and facilitates call calibration sessions for call center staff
  • Provides feedback to call center team leaders and managers
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Assist in creating training materials based on quantified feedback 

 

Education

  • College degree preferred, or equivalent work experience required

 

Skills

  • Excellent knowledge of customer service – this is generally acquired through a combination of education (college degree) and two years experience in a position requiring direct customer contact
  • Broad knowledge of the automotive industry
  • Excellent written & verbal communication skills
  • Displays a strong customer focus, awareness and sensitivity.  Gains trust and respect of colleagues and/or customers
  • Makes appropriate decisions; exhibits sound judgment
  • Ability to use a PC to communicate and retrieve relevant information
  • Works independently using both logic and intuition to reach appropriate conclusions
  • Able to maintain detailed reference information in an organized manner

 

Other

  • Hours of operation will vary to support multiple shifts by program.

 

Who are we?

Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them. 


Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.

Mahwah, NJ, US

Job requisition ID:  49494


Nearest Major Market: New Jersey

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