Customer Experience Specialist (Quality Assurance)

Join Team CARFAX as a Customer Experience Specialist  Isn't it time you bragged about where you work? At CARFAX, we do, every day. We pride ourselves on being mission-focused on helping to grow a brand built on accuracy and integrity. We care deeply about our products and our customers. We’re more than just a company: We help millions of consumers make more-informed decisions every day. We know that our teammates are our most valuable asset, and we value a balanced life while tackling challenging projects in a fast-paced environment.  The CARFAX Quality Assurance group is looking for a Customer Experience Specialist to join their team! The Customer Experience Specialist will help increase call quality across different areas of our business to increase revenue and retention. If you have experience in a high-volume call center environment, and are extremely detail oriented, consider applying today! At CARFAX, we believe in the power of teamwork and value in-person interactions so that we can collaborate and thrive together. This position will require 3 days in our London, ON office subject to change with future business needs.  What you’ll be doing: 

• Perform quality checks and audits of inbound and outbound calls and emails to ensure that quality standards are being met and approved upon 
• Provide call quality feedback and reporting to customer service and sales management 
• Monitor and measure call quality trends and issues to identify opportunities for improvement 
• Collaborate with CARFAX Management to identify and recommend areas for training 
• Participate in continuous quality improvement initiatives 
• Serve as a resource to CARFAX regarding quality concerns 

 What we’re looking for: 

• 2+ years of call center experience required 
• Prior experience with sales quality assurance preferred 
• Salesforce.com experience a plus 
• Exceptional communication and presentation skills 
• Demonstrated strong work ethic 
• Ability to prioritize and manage multiple tasks 
• Excellent computer skills (MS office, Dealer DMS, online inventory sites) including working from an iPad 
• Ability to problem solve and be flexible in a changing environment 
• Highly organized and attentive to detail 

  What’s in it for you: 

• Competitive compensation, benefits and generous time-off policies
• 4-Day summer work weeks and a winter holiday break
• 401(k) / DCPP matching
• Annual bonus program
• Casual, dog-friendly, and innovative office spaces

• For a comprehensive list of benefits, please visit our website: https://jobs.jobvite.com/carfax/p/benefits  

 Don’t just take our word for it: 

• 10X Virginia Business Best Places to Work 
• 10X Washington Post Top Workplace 
• 9X Washingtonian Great Places to Work 
• 3X St. Louis Post-Dispatch Best Places to Work 

About CARFAX

CARFAX, part of S&P Global Mobility, helps millions of people every day confidently shop, buy, service and sell used cars with innovative solutions powered by CARFAX vehicle history information. The expert in vehicle history since 1984, CARFAX provides exclusive services like CARFAX Used Car Listings, CARFAX Car Care, CARFAX History-Based Value and the flagship CARFAX® Vehicle History Report™ to consumers and the automotive industry. CARFAX owns the world’s largest vehicle history database and is nationally recognized as a top workplace by The Washington Post and Glassdoor.com. Shop, Buy, Service, Sell – Show me the CARFAX™. S&P Global Mobility is a division of S&P Global (NYSE: SPGI). S&P Global is the world’s foremost provider of credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets.

CARFAX is an Affirmative Action/Equal Opportunity Employer. It is the policy of CARFAX to provide equal employment opportunity to all persons regardless of race, color, sex, pregnancy, religion, national origin, age, ancestry, citizenship status, veteran status, military status, disability or handicap, sexual orientation, genetic information or any other status protected by federal, state or local law. In addition, CARFAX will provide reasonable accommodations for qualified individuals with disabilities. We maintain a drug-free workplace. We are a participant in E-Verify.