Quality Specialist Trust & Safety II

As the world's largest car sharing marketplace, Turo is growing and hiring talent in the US, Canada, United Kingdom, France, and Australia. Our collaborative teams encourage you to be curious and bring new ideas that will drive our company’s mission.  Turo prides itself on its culture that celebrates diversity and gives everyone space to learn and grow.

About the team:

We're a supportive, down-to-earth, fun team of operators who work closely with designers, researchers, data analysts, product managers, engineers, and other cross-functional peers to create enjoyable user experiences. We're fully committed to the belief that every customer touchpoint is an opportunity to strengthen a relationship, and to build the Turo brand, no matter the channel or issue at hand.

We’re looking for an experienced and driven Quality Assurance Specialist to join our Phoenix team. Your work will have a  positive impact on Turo operations and will give leaders and team members the insights needed to deliver the best experience possible! Does this sound like the perfect job for you? Then we’d like to hear from you!  In this role, you will perform weekly QA audit evaluations and targeted audits in accordance with established policies and procedures as well as digging deeper into areas that will help drive process improvement within the business.  Based on your findings from these evaluations and audits, you will compile a summary of findings and insights to share with Operations leaders and team members. You will also develop and drive recommendations on process improvements and collaborate with business leaders to offer implementation support.

What you will do:

• Engage in agent feedback sessions to identify customer pain points and make recommendations for improvements.
• Identify process improvement opportunities within various areas of the host/guest journey here at Turo.
• Represent Turo’s mission, vision, and values with integrity and professionalism
• Turo Values: Supportive, down to earth, efficient and pioneering
• Present your findings to stakeholders. Your skill set will allow you to feel confident in not only putting together a presentation, but allow for you to showcase your skills when presenting your impact and findings to the business.
• Evaluate phone and written interactions from our agents and associates.  The number of evaluations will vary.
• Complete audit sprints that are related to special projects and focus on areas that need improvement, i.e customer satisfactions (CSAT), transfer rate, handle time, etc.
• Conduct weekly calibration sessions with internal teams as well as our Business Process Outsourcer (BPO) partners to ensure there is consistency and adherence to all Turo policy and processes.
• Complete evaluations on our third party BPO QA specialists to ensure accuracy, consistency and alignment in scoring practices.
• Participate in team meetings to discuss customer service trends, agent feedback,  and implementation of QA best practices.

Your Profile:

• Undergraduate degree preferred or equivalent years experience in data analysis and quality assurance.
• Previous experience in insurance claims, fraud prevention or investigator background.
• Proficiency in leveraging quantitative and qualitative data to identify opportunities to optimize the process and improve the customer experience.
• Specific domain knowledge may be needed based on the business area of support.
• Experience in compiling and presenting recommendations to senior management based on data analysis and findings from file evaluations. 
• Exceptional written and verbal communication skills.
• Ability to work independently and with cross-functional teams to determine the best path towards implementation of recommendations.
• Highly detailed oriented with experience in designing and documenting current-state and future-state processes.
• Experience using call evaluations software such as MaestroQA or Playvox in addition to CMS platforms such as Kustomer and Origami.
• Strong knowledge of Google product suite such as Gmail, Google Docs, Google Slides and Google Sheets.

Bonus if you have:

• Continuous process improvement experience.
• Experience working with 3rd party Business Process Outsourcing (BPO) vendors.
• Experience using quality management software such as Maestro QA, and Playvox.
• Working in a hybrid work environment where you will need to properly manage your time and bandwidth in and out of the office.

The Phoenix base salary target range for this full-time position is $60,000 - $75,000 + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your work location during the hiring process.

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