IAA, Inc. is seeking a Quality Assurance Advocate to join our Call Center in Oak Brook, IL

The Quality Assurance Advocate is responsible for the day-to-day evaluation performance of each channel of the Buyer Service department. The QA Advocate is responsible for assessing the quality of the performance of Buyer Service Specialists and providing feedback to ensure a best-in-class customer experience. This position is expected to have a high level of awareness of the NPS and customer satisfaction.

Key Responsibilities:

• Drives NPS and customer satisfaction across Buyer Services
• Responsible for monitoring and evaluating all Buyer Services interactions, including vendor support to assess best in class experience and conformity to policies/procedures on a daily, weekly, and monthly basis
• Spend up to 50% of time participating in Buyer Services interactions(phone calls) to ensure delivery of the same experience expected for Buyer Service Specialists
• Share quality trends with Quality Assurance Supervisor on a daily, weekly, and monthly basis
• Support programs across Buyer Services related to quality
• Performs related job duties as assigned

Competencies and Preferred Skills:

• Strong written and oral communication skills
• Basic knowledge of Microsoft Office Suite of products (Excel, PowerPoint, Word, Outlook)
• Excellent organizational skills with a focus on follow-up
• Analytical, problem-solving skills and attention to detail
• Thrives in a fast paced, high energy environment
• Demonstrated ability to prioritize work and manage time to meet deadlines
• Strong interpersonal skills
• Ability to work well in a team environment
• Ability to multi-task and work in a fast-paced environment

In return for your excellent skills and abilities, we offer a benefits package including health insurance, 401K, STD/LTD, Life Insurance/AD&D, paid holidays and vacations.

About IAA:

IAA, Inc., a Ritchie Bros. Auctioneers company (NYSE: RBA) and (TSX: RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles. IAA serves a global buyer base – located throughout over 170 countries – and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations. Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience. IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time and delivering the highest economic returns. Ritchie Bros. globally has over 7,000 employees and is headquartered near Chicago in Westchester, Illinois.

IAA is dedicated to providing equal employment opportunities regardless of race, creed, religion, color, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, veteran status, citizenship status, or marital status. IAA is a drug-free workplace.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform necessary job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)