Full-Time

Quality and Training Specialist

Posted on 8/20/2024

CarGurus

CarGurus

1,001-5,000 employees

Online marketplace for buying and selling cars

Data & Analytics
Automotive & Transportation

Junior, Mid

Boston, MA, USA

This is a hybrid position requiring some in-office presence.

Category
Customer Education & Training
Customer Support
Customer Success & Support
Required Skills
Communications
Public Speaking
Quality Assurance (QA)
Requirements
  • Ability to prioritize, plan, schedule and arrange own activities in accomplishing objectives under minimal supervision
  • Ability to track and analyze QA/Training/Other Support Metrics and make data-driven changes to processes
  • Understanding of products
  • Strong written and verbal communication skills
  • Effective at driving performance through individualized coaching
  • Comfort with public speaking and leading training sessions
  • You build strong relationships and have easily collaborated with others in a remote environment
  • You’re empathetic and work to understand the perspective of our support agents as well as consumers contacting our site
  • Willingness to travel internationally
  • Minimum 2 years in customer support roles
  • Minimum 1 year experience working with vendor support teams
Responsibilities
  • Partner with Vendor Manager/Call Center Partner to enforce the Quality Management processes for teams within the consumer support program
  • Monitor and engage with BPO CX Slack channels
  • Oversee quality calibrations with vendor partners, identify and report themes or trends associated with the relationship
  • Complete quality control audits for support workforce
  • Regularly iterate on QA rubrics and processes
  • Identify areas for process improvements
  • Collaborate with our external Call Center Partners and Consumer Service and Support organization leadership to identify, design, develop, implement and deliver training to the Customer Support Agent workforce
  • Measure and report on the adoption of systems process and procedures following delivery of trainings
  • Ensure ongoing accuracy of consumer support knowledge base and training materials, both internal and external

CarGurus is an online platform that connects buyers and sellers of new and used cars. It primarily operates in the United States, with additional presence in Canada, the United Kingdom, and Germany. Users can search for vehicles, compare prices, and read reviews on the site. CarGurus uses algorithms to rank car listings based on price, dealer reputation, and vehicle history, which helps users find the best deals. This focus on data transparency and user experience distinguishes CarGurus from traditional car buying methods. The company generates revenue by charging dealerships subscription fees to list their cars, offering advertising services for more prominent listings, and providing additional services like financing options and vehicle history reports. CarGurus aims to simplify the car buying and selling process while ensuring users have access to reliable information.

Company Stage

IPO

Total Funding

$7.5M

Headquarters

Cambridge, Massachusetts

Founded

2006

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Digital Deal tool adoption grew 150% in the U.S., indicating strong online transaction trends.
  • Expansion to Canada suggests potential for further international growth and market penetration.
  • Focus on affordability aligns with consumer demand, boosting sales in key price segments.

What critics are saying

  • Competition from platforms like AutoTrader and Cars.com could erode market share.
  • Economic uncertainties and high interest rates may impact consumer purchasing power.
  • Rapid shift towards EVs may require platform adaptation for new listings and partnerships.

What makes CarGurus unique

  • CarGurus uses proprietary algorithms for pricing analysis, enhancing transparency in car shopping.
  • The platform ranks listings based on price, dealer reputation, and vehicle history.
  • CarGurus offers a user-friendly interface with advanced search and comparison features.

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Benefits

Company Equity

Hybrid Work Options

Flexible Work Hours

Paid Vacation

Meal Benefits

Commuter Benefits

INACTIVE