Senior Quality Assurance Representative

Who We Are

Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. The Motive Automated Operations Platform combines IoT hardware with AI-powered applications to automate vehicle and equipment tracking, driver safety, compliance, maintenance, spend management, and more. Motive serves more than 120,000 businesses, across a wide range of industries including trucking and logistics, construction, oil and gas, food and beverage, field service, agriculture, passenger transit, and delivery.

Motive is proud to be a Forbes Cloud 100 company and a 2020 Career-Launching Company by Wealthfront.

About the Role:

The Sr. Quality Assurance Rep. reports to the Quality Assurance Team Lead. Supervise a group of Quality Assurance Representatives who are responsible for Quality Assurance evaluations for an inbound call center as well as administrative functions. This position partners with the QA Representatives to ensure that the overall quality of the customer experience meets company expectations.

What You'll Do:

• Perform call monitoring / scoring and provide trend data to the management team
• Use a quality monitoring data management system to compile and track performance at the team and individual level
• Perform monitoring and scoring of customer care email responses
• Participate in customer and client listening programs to identify customer needs and expectations
• Provide actionable data to various internal support groups as needed
• Coordinate and facilitate call calibration sessions for call center staff
• Provide feedback to call center team leaders and managers
• Prepare and analyze internal and external quality reports for management staff review
• Perform other quality or process-related project tasks as assigned
• Support QA team leads in day to day operations

What We're Looking For:

• At least 2 years Quality Assurance experience
• Minimum Bachelor's Degree
• Must be proficient with Google Doc, Sheets & Forms
• Exceptional listening and analytical skills
• Strong Analytical Skills
• Ability to multitask and successfully operate in a fast-paced, team environment
• Knowledgeable in different coaching styles and has experience coaching individual/team performance
• Excellent verbal, written and interpersonal communication skills
• Outstanding customer service skills and dedication to providing exceptional customer care
• Must be self-motivator and self-starter
• High focus on quality and customer service
• Worked both as an individual contributor and in a team setting
• Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
• Please review our Candidate Privacy Notice here.

#LI-Remote

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

Please review our Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.