Automobile Protection Corporation (APCO) is a leading marketer and administrator of vehicle service contracts and complementary products sold by auto dealers throughout the United States and Canada. Founded in 1984 and based in Norcross, Georgia, APCO uses a network of independent agents that specialize in serving the auto dealer community to market its EasyCare® and private label products.
Job Title: Quality Assurance Specialist
Department: Quality Assurance
Reports to: Quality Assurance Manager
FLSA Status: Non-exempt
The quality assurance support role ensures that existing processes and procedures in the sales and call center departments are being followed accordingly. You will also review calls and applications to support training plans, and new processes or procedures that are initiated.
You will review notations in our proprietary system, phone call recordings including screen captures, emails and supporting documents for accuracy and compliance purposes referencing the documentation provided to the employee. You will use established templates to document your work and will meet with respective leadership to deliver your QA efforts and answer any questions or receive feedback.
Find and review call recordings/screens for management requests and projects.
Document both adherence and non-adherence to the defined objective
Audit Call Center Reps and Warranty Specialists work efforts as requested.
Complete special projects when requested.
Use various resources to evaluate. This includes, but not limited to, EasyWeb (proprietary CRM), Phone System (Nice In Contact), Call Recordings (Nice In Contact), Email (Outlook), Helpdesk (ZOHO), Microsoft Teams and our Intranet (WordPress).
Mastery of the content on our intranet and associated procedures for both call center and sales departments.
Other duties as assigned.
Ability to multitask and manage multiple projects concurrently.
Strong written, verbal, and interpersonal communication skills
Strong Microsoft Office skills, particularly Outlook and Excel
Keen attention to detail and a result driven approach
Must be reliable and trustworthy and keep confidentiality.
Ability to analyze problems, detect root causes and resolve issues.
Excellent time management, planning, organization and prioritization skills
Empathetic, self-motivator and achievement oriented
Able to perform each essential duty satisfactory with little to no supervision.
We provide full-time comprehensive benefits packages to all of our employees including: Medical, dental, vision, paid company holidays, paid time off, paid community service day, wellness program, 401K with company match, referral bonuses, discounted gym membership and much more.
APCO Holdings, LLC is a Drug Free Workplace as well as an Equal Opportunity Employer. APCO Holdings, LLC does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
Automobile Protection Corporation (APCO) is a Drug Free Workplace as well as an Equal Opportunity Employer. Qualified applicants shall be considered for all positions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other status protected by federal, state or local law.