APCO Holdings, LLC · 3 months ago
Contact Center Quality Assurance Analyst
Dallas, TX
Full-time
Onsite
Mid Level
3+ years expAPCO Holdings, LLC is seeking a passionate and highly motivated Contact Center Quality Assurance Analyst. The role involves assessing the quality of performance of call center associates and developing processes to enhance customer experience.
AutomotiveAutonomous VehiclesManufacturing
Responsibilities
Monitor, evaluate and score inbound and outbound calls against established quality assurance instruments and standards
Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
Supports and communicates business goals, quality standards, processes and procedures and policies
Ensures the Contact Center Service Representatives adhere to predetermined quality assurance standards and the business’s standard operating procedures
Conduct/Leads training sessions (as needed)
Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures
Provides performance expectations, action plans and development plans to improve call quality
Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined
Provides data for development of training and problem resolution
Conducts mock call training for new associates after they complete classroom training
Conducts side-by-side and listening feedback sessions with associates on a regular basis
Ensuring proper application of and compliance with internal and regulatory standards, guidelines, and procedures
Assists in the maintenance of service levels by providing phone coverage as needed including escalated calls
Assist in the development or implementation of call quality programs
Share performance data drawn from quality monitoring and review with team to identify potential training needs
Assist in the preparation of call scripts and recording assuring adherence to and approval as required by internal regulatory and compliance functions
Provide clearly written feedback to management for group and individual coaching regarding compliance audits and performance coaching
Ensure a great experience when responding to and resolving inbound contact requests and inquiries and service issues
Build loyalty when responding to Incoming customer contacts
Qualification
Required
3+ years of Quality Assurance Analyst experience in a call center environment
Demonstrated strong organizational, time-management, and oral and written communication skills
Outstanding customer service skills and dedication to providing exceptional customer care
Must be a self-motivator and self-starter
Focus on quality and customer service
Exceptional listening and analytical skills
High Attention to Detail & Follow Through
Must be able to effectively communicate with people at all levels inside and outside of the Company
Creative ability and writing proficiency
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
Must have a high level of reason and analytical skills and the ability to be objective
Requires solid interpersonal skills with the ability to work with both management and staff employees
Proficient with Excel, PowerPoint & Word
Preferred
Bachelor's Degree
Real-time Work Force Management experience
In-depth knowledge of consumer auto dealerships
Knowledge of the Six Sigma Process
Bilingual - must be able to read, write and communicate effectively in both English and Spanish
Company
APCO Holdings, LLC
The company markets its products using the EasyCare, GWC, MemberCare, Crystal Fusion, and Rider's Advantage brands.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Tony Wanderon
Chief Executive Officer
Pankaj Singh
Chief Technology Officer
Recent News
2025-06-19
Company data provided by crunchbase