Quality Assurance Specialist

Advance Auto Parts; Roanoke (VA); On-site; USD 48,000 - 60,000; Full time

Job summary

Advance Auto Parts is seeking a Quality Assurance Specialist to enhance customer interactions. The role involves monitoring calls, providing actionable insights, and improving overall quality processes. Ideal candidates will possess strong analytical skills, excellent communication abilities, and a background in customer service.

Qualifications

• Excellent verbal, written and interpersonal communication skills.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Working knowledge of project management software and systems.

Responsibilities

• Monitor and evaluate calls for compliance with company policies.
• Participate in design of call monitoring formats and quality standards.
• Provide feedback to supervisors and managers.

Skills

Communication

Customer Service

Analytical Skills

Time Management

Education

Associates or bachelor's degree in business related field

Tools

Microsoft Office

Salesforce

Oracle

Job description

Job Description

Quality Assurance Specialist is responsible for assessing the quality of performance for our team members who interact with our existing and potential customers. The Quality Specialist will monitor customer interactions 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 . In addition, recommending enhancements to training materials as needed to enhance the overall customers experience will result in effective performance.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned .

• Participates in design of call monitoring formats and quality standards.

• Monitor and evaluate inbound / outbound calls , chats, and emailed Salesforce Cases for Compliance with company policies, procedures, and quality standards.

• Uses Excel score cards for quality monitoring and tracking on a team and individual level.

• Participates in customer and client listening with in Ver i nt 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 and leaders

• Provides scores and feedback to s upervisors and managers.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required . Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associates or bachelor's degree in business related field preferred, or equivalent experience

• Excellent verbal, written and interpersonal communication skills

• Outstanding customer service skills and dedication to providing exceptional customer care

• Must be self-motivator and self-starter; Solid time management skills

• Exceptional listening and analytical skills; Focus on quality and customer service

• Must be able to effectively deal with people at all levels inside and outside of the Company

• Ability to multitask and successfully operate in a fast paced, team environment

• Must adapt well to change and successfully set and adjust priorities as needed

• Good interpersonal skills with a focus on rapport-building, listening and questioning abilities

• Must be proficient with Microsoft Office (Word, Excel ; PowerPoint ); Intermediate Excel a plus

• Assist department as directed for quality of AR Clean-up projects involving offsets, write offs , refunds, etc.

• Be actively involved in department continuous improvement projects by identifying improvement opportunities.

• Bi-lingual a plus

Systems: Oracle, Salesforce, PeopleSoft, Verint , MicroSoft Teams, Word, Excel

SUPERVISORY RESPONSIBILITIES

This position does not have supervisory responsibilities.

CERTIFICATES, LICENSES, REGISTRATIONS

None

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear . The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl . Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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