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Quality Assurance Specialist, Employee Success


This is a Full-time position in Tempe, AZ posted June 11, 2021.

SPECIALIST, EMPLOYEE SUCCESS QUALITY ASSURANCEAbout CarvanaOur mission is simple, we are changing the way people buy cars. We are the first 100% online car-buying experience, which means we have no sales team and no commission-based positions within our company. We are completely disrupting the auto industry by removing the painful process of the dealership experience and replacing it with a seamless and convenient online platform. Here at Carvana we are passionate about delivering exceptional service to every customer! After purchasing a vehicle online, the customer can choose to have that vehicle delivered straight to their doorstep, or if they live near one of our awesome vending machines they can pick it up there. One of our customer advocates will meet them with a BIG coin so they can experience our unique way of receiving their vehicle!COVID-19 UPDATE: We have taken steps to support the health and well-being of current and potential employees. Our interview process is hosted virtually and our training programs are now delivered online. This role is currently remote/home-based, with the intention of returning to our Tempe corporate office in the future. Must live within the Phoenix, Arizona areaAbout the team and positionCarvana is looking for an energetic and dynamic individual to join our Customer Care Success Team as a Quality Assurance Specialist. This individual will be responsible for partnering with the Advocate Team Lead to help drive positive behaviors within their teams by surfacing valuable insights from our customer interactions. The ideal candidate will be well versed in effectively delivering feedback (written/verbal), analyzing data and drawing conclusions, time management skills and a self-starter.What you’ll be doing* Partnering with Team Leads to drive positive behaviors within the POD.* Provide insights on Advocate performance around strengths, areas of opportunity, and call trends centered around the Advocate Principles.* Analyze trends displayed on the performance dashboards and serve up important information to support/influence the Team Lead’s coaching efforts.* Calibration feedback sessions with Team Leads* Identify team process inefficiencies and develop and implement solutions to eliminate or minimize identified inefficiencies Quality Insights* Listen to Advocate calls and provide them with written feedback on a weekly basis.* Quality Insights highlight key call outs based on Engagement Analytics QA results and content covered in calls.* Each Insight outlines the Advocate’s strengths and areas of opportunity in relation to Carvana’s quality standards.* Engagement Analytics* System Tuning: Quality Specialists listen to calls to determine if the speech analytics software is accurately assessing our customer interactions and submit changes as needed.* Review scorecard results to analyze trends and provide insight into Advocate performance.* Other duties as assigned.What you should have* 2+ years of relevant work experience* High School Diploma, GED, or equivalent education required.* Bachelor’s Degree preferred* Excellent communicator with the ability to analyze trends* Time management skills* Detail-oriented* Must be comfortable working in a fast-paced, evolving environment both independently and as a contributing member of a collaborative team* Has an outgoing, upbeat, positive attitude* Can motivate and inspire a team* Handles confidential information with integrityWhat we’ll offer in return* Full-Time Salary Position with competitive salary* Medical, Dental, and Vision benefits* 401K with company match* A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more* A great wellness program to keep you healthy and happy both physically and mentally* Access to opportunities to expand your skill set and share your knowledge with others across the organization* A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development* A seat in one of the fastest-growing companies in the countryOther requirementsTo be able to do your job at Carvana, there are some basic requirements we want to share with you.* Must be able to read, write, speak and understand English.Of course, we’ll make any reasonable accommodations for those with disabilities to perform the essential functions of their jobs.Legal stuffHiring is contingent on passing a complete background check. This role is not eligible for visa sponsorship.Carvana is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. Carvana also prohibits harassment of applicants or employees based on any of these protected categories.Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.