• Job Description

  Req#: R202444244

  Company

  Cox Automotive - USA

  Job Family Group

  Customer Care Group

  Job Profile

  Client Service Quality Analyst I

  Management Level

  Individual Contributor

  Flexible Work Option

  Can work remotely anywhere in the specified country

  Travel %

  No

  Work Shift

  Day

  Compensation

  Hourly base pay rate is $19.18 - $28.80/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

  Job Description

  The client experience is an integral part of Cox Automotive and maintaining high quality standards is paramount, particularly across 20+ diverse business units. The Client Service Quality Analyst I is responsible for the quality of agent’s phone and ticket evaluations, while maintaining accountability for performance and coaching to the desired goals. This position will evaluate and analyze the quality of agent interactions with clients to identify trends and coaching opportunities for optimizing future performance.

  The Client Service Quality Analyst 1 ensures quality and consistency of Client Service agents through continual review, feedback and on-the-job coaching, training, and development. Listens in on calls, recordings and/or other client interactions to evaluate the Client Service agents’ skills in dealing with clients and accuracy and effectiveness of information or advice provided to clients.

  performance management.

  What You’ll Do

  • Performs call monitoring and recording and/or review of client processes.
  • May engage directly with Client Service agents to provide specific coaching or training.
  • Defines and recommends improvements related to call handling.
  • Gains familiarity with Client Service Quality concepts, practices, and methodologies.
  • Reviews and contributes to the team’s process for call and case management.
  • Reports on the team’s and individuals’ progress against selected metrics and performance measures.
  • Provides timely feedback to team members based on daily quality reviews.
  • Learns and applies company Client Service Quality’s processes and procedures.
  • Assists with special projects as assigned.

  What’s In It For You

  At Cox, we reward your hard work with meaningful benefits.

  First, we offer a highly competitive compensation package, 401(k) with a generous company match, comprehensive healthcare, life, and disability benefits, plus numerous other benefits, including adoption assistance , pet insurance, and discounts on travel and cars!

  We value people more than technology. That means you’ll work within a culture and with a team that values your leadership, your experience, your contributions, and you – yes, you – as a person. We believe recognition is important, and Cox strives to celebrate those who help make us successful every day. We also encourage diversity and support inclusion; we want you to do you and feel comfortable doing so.

  We also offer boundless opportunities for growth; you can sharpen your skills, learn a new talent, join a mentoring program, even earn an advanced degree. You’ll find the potential for lateral or upward career growth within the Cox family businesses, including the innovative startups in transportation mobility, clean tech and more.

  Who You Are

  Minimum

  • Bachelor’s degree in a related discipline. The right candidate could also have a different combination, such as 4 years’ experience in a related field (ie: Quality Assurance).

  • 1 year quality assurance experience.
  • Must possess effective communication and process management skills.
  • Demonstrated ability to perform in a collaborative team environment with peers and stakeholders.
  • Knowledge of various computer applications including experience with business support applications such as MS Office (Word, Power Point and Excel) required.
  • Strong interpersonal, presentation, and collaborative skills to collaborate effectively with teams throughout the organization.
  • Other duties as needed or required.

  Preferred

  • College degree preferred or commensurate work experience.
  • Ability to identify problems and initiate corrective actions and preventative actions.
  • Perceptual and analytical problem solving relating to removal of obstacles.
  • Manage routine questions relating to quality processes and procedures.
  • Follow up skills. Ability to manage and respond to multiple open issues.
  • Able to work independently with little direction and multi-task while being extremely productive and timely.
  • Identify, initiate, and implement process improvement projects.
  • Knowledge of the Effortless Experience concepts and skills.
  • Ability to perform Root Cause Analysis on performance issues related to quality.
  • Knowledge and/or expertise in speech analytics such as Observe AI.

  Drug Testing

  To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

  Benefits

  Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

  About Us

  Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

  Application Deadline: 05/26/2024

• About the company

  Cox Communications, Inc. is an American digital cable television provider, telecommunications and home automation services.

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