Overview
Director of Quality and Regulatory Operations Jobs in Pennsylvania at Covetrus
ABOUT US
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.
JOB DESCRIPTION
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.
RESPONSIBILITIES
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.
Title: Director of Quality and Regulatory Operations
Company: Covetrus
Location: Pennsylvania
