Customer Care Quality Analyst
Volkswagen Group of America, Inc. - Libertyville, IL

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Role Summary
This intermediate leadership position is responsible for providing a high level of service to our Volkswagen Credit and Audi Financial Services customers. The Quality Analyst role entails ensuring that a high level of service is delivered by Customer Care Representatives and Advocates by providing them accurate information on policies and procedures, and through coaching opportunities. The position also entails responsibility for building and maintaining a positive and professional working relationship with all other departments within the company.

Role Responsibilities

Inbound Phone/E-mail/Mail volume for inquires (60% to 70%):
  • Diffuse and resolve escalated calls from the Customer Care Representatives/Advocates
  • Understand and convey all current policies and procedures accurately
  • Research for appropriate answers and resolution
  • Respond in a concise, accurate and well constructed manner
  • Explore all viable solutions while offering guidance in determining the most appropriate course of action
  • Champion the utilization of the MyCompass tool amongst the Representatives/Advocates
  • Broader decision making for payment arrangements and process exceptions
  • Thorough and persistent follow up on customer issues to ensure customer satisfaction and retention
  • Review, process and respond to all e-mails from Representatives, Advocates and other departments within the agreed upon timeframe
  • Identify and report system, IVR, and Consumer Internet challenges
  • Review, process and respond to complaint letters
  • Function as a liaison with other departments and sites to resolve customer issues
  • Act as point of contact for other departments that need assistance from Customer Care
  • Identify trends based on internal and external customer interactions, provide analysis of the issue along with a proposed resolution
  • Enhanced enterprise role to allow for a higher level of approval access
  • Achieve all current PMP business objectives
Training/Coaching/Mentoring (10% to 15%):
  • Coach and mentor new Representatives until an acceptable level of proficiency is achieved
  • Coach existing Representatives/Advocates upon their request, Supervisor request, or as tracking may dictate
  • Analyze performance statistics and identify new coaching techniques to improve the performance results of Representatives and Advocates
eCommunication
  • Take ownership and review customer e-mails initiated through the Consumer Internet
  • Guarantee a response to incoming electronic message inquires within 72 hours of receipt
  • Identify the appropriate action for every message by analyzing the content of the inquiry
  • Respond to the customer inquiry through pre-existing templates and professional free form writing
  • Provide accurate tracking of total daily responses
Leadership and Branding (5% to 10%):
  • Participate in Leadership meetings to report on floor trends and sentiment as needed
  • Be a Brand champion by advocating for customer experience through both Representative and customer interactions
  • Take ownership of escalated situations that need to be handled cautiously and efficiently due to the potential impact to customer satisfaction and Brand image
  • Assume a leadership position when participating in focus groups, projects, testing and other management requests
Executive Letter Support (as needed):
  • Aid Managers and Supervisors by supporting the resolution of Executive letters delegated by Upper Management
  • Review, propose appropriate solutions, and respond within a timely fashion to guarantee a 48 hour turnaround time
Documentation and Training Proposals (as needed):
  • Document and monitor QA calls within the Access Database to identify trends based on our call volume
  • Analyze Access Database and propose training classes to Training & Quality Consultants to increase Representative performance or understanding of the Customer Care processes and procedures
Projects and Online Knowledge Base Tool (as needed):
  • Consistently provide feedback and suggestions to improve the process content available in MyCompass
  • Recommend alternatives for the format and accessibility of information available in MyCompass
  • Align processes handled within the Quality Assistant team and work with Training and Quality to create MyCompass documents that address QA specific issues
  • Create monthly tracking reports
  • Provide input and feedback on system enhancements and deployments
  • Complete various projects or tasks given by management
  • Research lost payments
Tracking and Reporting (5% to 10%):
  • Create monthly tracking reports as needed
  • Process manual payoffs
  • Provide details of each call received
  • Escalated calls
  • E-mails
  • Customer complaint letters
Performance Metrics
  • Per department standards
Required Qualifications

Education:
  • High School Diploma or GED
Experience:
  • 1 to 2 years automotive finance experience
  • Demonstrates a positive approach to day to day and unique challenges
  • Proficient with MS Office products
  • Able to convey confidence and credibility over the telephone
  • Active listening skills
  • Pleasant phone personality
  • Proven strong communication and interpersonal skills
  • Self-motivated, takes initiative
  • Proven problem resolution skills
  • Demonstrated diplomacy and tact
  • Ability to coach, mentor and share knowledge
  • Leadership skills
Competencies:
  • Innovation
  • Teamwork
  • Customer Focus
  • Performance Driven
  • Organizational Awareness
Desired Qualifications

Formal Education or Equivalent:
  • Bachelors Degree
Experience:
  • 3 to 5 years prior automotive finance experience
  • Diversified and multi-departmental background

Volkswagen Group of America - 22 months ago - save job
About this company
Volkswagen Group of America, Inc. is a wholly-owned subsidiary of Volkswagen AG, the world's fourth largest automaker and the largest...