CarGurus

https://careers.cargurus.com/

Public

1001-5000

Consumer Products & Tech

Headquartered in Cambridge, Massachusetts, CarGurus is the all-in-one platform that’s moving the entire car shopping journey online and guiding customers through each step. This includes everything from selling an old car to financing, purchasing, and delivering a new one. Today, millions of consumers visit cargurus.com each month, and more than 30,000 dealerships use our products. We have a people-first culture that fosters kindness, collaboration, and innovation, while empowering our Gurus with tools and resources to fuel their career growth. Our goal is to give all people—consumers, dealers, and our employees—the power to reach their destination.

Job Description

Role overview

As a core member of the Consumer Sales and Service team, the Quality & Training Specialist collaborates 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. This person will 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, and identify areas for process improvements and partner with Vendor Manager/Call Center Partner to enforce the Quality Management processes for teams within the consumer support program

What you'll do

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

What you'll bring

Required Skills/Abilities
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
Some experience creating and implementing QA rubrics desired
Instructional design experience/training desired

Who we are

At CarGurus (NASDAQ: CARG), our mission is to give people the power to reach their destination. We started as a small team of developers determined to bring trust and transparency to car shopping. Since then, our history of innovation and go-to-market acceleration has driven industry-leading growth. In fact, we’re the largest and fastest-growing automotive marketplace, and we’ve been profitable for over 15 years.

What we do

The market is evolving, and we are too, moving the entire automotive journey online and guiding our customers through every step. That includes everything from the sale of an old car to the financing, purchase, and delivery of a new one. Today, tens of millions of consumers visit CarGurus.com each month, and ~30,000 dealerships use our products. But they're not the only ones who love CarGurus—our employees do, too. We have a people-first culture that fosters kindness, collaboration, and innovation, and empowers our Gurus with tools to fuel their career growth. Disrupting a trillion-dollar industry requires fresh and diverse perspectives. Come join us for the ride!

Role overview

What you'll do

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

What you'll bring

Required Skills/Abilities
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
Some experience creating and implementing QA rubrics desired
Instructional design experience/training desired

Working at CarGurus

We reward our Gurus’ curiosity and passion with best-in-class benefits and compensation, including equity for all employees, both when they start and as they continue to grow with us. Our career development and corporate giving programs, as well as our employee resource groups (ERGs) and communities, help people build connections while making an impact in personally meaningful ways. A flexible hybrid model and robust time off policies encourage work-life balance and individual well-being. Thoughtful perks like daily free lunch, a new car discount, meditation and fitness apps, commuting cost coverage, and more help our people create space for what matters most in their personal and professional lives.

We welcome all

CarGurus strives to be a place to which people can bring the ultimate expression of themselves and their potential—starting with our hiring process. We do not discriminate based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We foster an inclusive environment that values people for their skills, experiences, and unique perspectives. That’s why we hope you’ll apply even if you don’t check every box listed in the job description. We also encourage you to tell your recruiter if you require accommodations to participate in our hiring process due to a disability so we can provide the appropriate support. We want to know what only you can bring to CarGurus. #LI-Hybrid

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