Quality Assurance/Field Trainer

Location: Portland, OR, United States
Date Posted: 02-15-2018

US Customer Care – Quality Assurance/Field Trainer
Tualatin, OR
The Opportunity
Keystone Automotive Operations is currently seeking an enthusiastic professional to join our US Customer Care department as Quality Assurance and Field Trainer.  The Customer Care QA/Field Trainer will work with the Customer Support Leadership Team to train, coach and evaluate associates regarding position responsibilities, competencies and policies expected of a Keystone Automotive Customer Support Agent.
    • Evaluate and score recorded calls for each agent providing feedback directly to the agent and agent’s Team Leader.
    • Monitor live calls providing feedback directly to the agent and Team Leader.
    • Report agent level statistics using DVS/Encore Software.
    • Develop and document agent best practices, team leader coaching tools, and suggestions for continued improvement of the QA process based upon results of evaluated calls.
  • Travel to various company locations for training of Sales, Support, Service and Leaders.
  • Maintain and continuously develop training process including best practices, training timeline, and training tools.
  • Develop and maintain training documents.
  • Improve, retain, and score training quizzes (new hire and continuing education).
  • Provide agent performance details and growth plan with Customer Support Team Leaders and/or Sales Managers.
  • Development of training program for sales related departments.
  • Up to 40% travel required.
  • Proficient in Microsoft Excel, Power Point, Web Ex, Survey Monkey, and etc.
  • 3 years of experience in a leadership role.
  • Ability to relate to our customers and agents to help them solve problems.
  • Excellent written and verbal communication skills.
  • Ability to work well with others.
  • Great customer relation skills.
  • A calm demeanor with the confidence to offer agents a better solution when available.
  • The enthusiasm and energy to assist our agents in finding the products they need.
  • The ability to create a positive team atmosphere supportive of individual growth.
  • Must be able to multitask in a fast paced environment. 
Preferred Skills
  • Bi-lingual in Spanish or French is a plus!
  • Sales or customer service experience, especially in a call-center environment.
  • Previous training experience preferred.
  • Associates degree or higher preferred.
  • No automotive experience required, only a deep desire to LEARN.
What We Offer
  • Lucrative incentive and awards programs that pay you for your results
  • First-class training in a world-class contact center
  • Industry leading parts knowledge training
  • Progression opportunity across the organization, both functionally and geographically
  • Highly transferable leadership and service skills
  • Generous employee benefits, including strong 401K and employee discount programs
  • Travel opportunities and auto event participation.
About Keystone Automotive
Keystone is the world’s leading distributor of aftermarket automotive parts and accessories, providing next-day delivery of 300,000+ SKUs from over 800 suppliers to our customers across the U.S., Canada, as well as supplying customers in 40+ countries around the world. We operate 50+ locations in North America and are headquartered in Exeter, PA.
LKQ is an Equal Opportunity Employer and offers a drug free work environment. Employment with LKQ is contingent upon the successful completion of a criminal background check* and may be contingent upon the successful completion of a pre-employment drug screening.
*The existence of criminal conviction(s) does not constitute an automatic bar to employment.
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