Quality Assurance Supervisor - Westchester, Illinois, États-Unis (# 2856)

À propos de nous

IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company (NYSE: RBA) and (TSX: RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles. IAA serves a global buyer base – located throughout over 170 countries – and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations. Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience. IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time and delivering the highest economic returns.

RB Global full-time employees are offered medical, dental, vision, and basic life insurances. Employees are able to enroll in our company’s 401k plan and RB Global will match 100% for the first 4% contributed.  Employees will also receive 15 days of PTO each year.

Description du poste

The Quality Assurance Supervisor is responsible for the day-to-day supervision and coaching of the QA team. The QA Supervisor is responsible for identifying trends and making relevant, timely recommendations. The QA Supervisor will work closely with leaders across the department to ensure a best-in-class experience is provided for every customer interaction. The QA Supervisor plays a key role in driving our NPS and customer experience. It is critical that the QA Supervisor builds and maintains effective relationships and develops a deep understanding of quality and the business.

Responsabilités

• Drives NPS across Buyer Services
• Responsible for daily quality operations within the department. Ensures compliance to the Quality program
• Will provide direction, scheduling, and training of the QA team on procedures, and day to day activities
• Complete quality performance monitoring and conduct side by sides on a daily, weekly, and monthly basis
• Partners closely with the Buyer Services leadership team to provide ongoing quality feedback
• Complete an expected number of quality evaluations on a daily, weekly, and monthly basis
• Provide ongoing feedback to Quality Specialists regarding performance on a daily, weekly and monthly basis
• Support programs across Buyer Services related to quality
• Provide a performance summary to Quality Manager of quality observations 
• Support Quality calibration sessions with the Buyer Service Leadership team 
• Responsible for collecting data and providing regular reporting/updates regarding quality performance
• Become a subject matter expert in the Five9 quality suite
• Contribute to ongoing culture of Buyer Services department 
• Performs related job duties as assigned

Competencies and Preferred Skills:

• Strong written and oral communication skills
• Call Center experience preferred
• Intermediate knowledge of Microsoft Office Suite of products (Excel, PowerPoint, Word, Outlook) required
• Excellent organizational skills with a focus on follow-up
• Ability to solve problems and handle complex details; uses independent judgment and takes initiative
• Thrives in a fast paced, high energy environment with the ability to meet deadlines required to support our growing business
• Ability to manage multiple projects at the same time
• Demonstrated ability to prioritize work and manage time to meet deadlines
• Ability to develop Buyer Service Specialist performance

Qualifications

• High School Diploma or equivalent required 
• 2-3 years of Buyer Services Experience preferred
• 2-3 years of Supervisory experience required 
• Contact Center Experience Strongly preferred

RB Global full-time employees are offered medical, dental, vision, and basic life insurances. Employees are able to enroll in our company’s 401k plan and RB Global will match 100% for the first 4% contributed.  Employees will also receive 15 days of PTO each year.

The expected compensation for this role is between $60,000 & $65,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. This role also qualifies for up to 10% of their annual salary in an incentive performance bonus. 

EEOC

Ritchie Bros. is an equal opportunity employer and ensures nondiscrimination in all activities in accordance with all applicable laws. This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Candidate selection is made by Talent Acquisition. Only electronic applications can be accepted.