Quality Assurance Specialist

Job Description

Job Description

Description:

Better Car People is looking for a detail-oriented Quality Assurance Specialist to review and edit customer email responses before they are sent on behalf of our automotive dealership partners. This is a behind-the-scenes quality assurance role focused on written communication and accuracy. This is not a customer-facing position. There are no inbound or outbound phone responsibilities, and you will not interact directly with customers. Your primary responsibility is ensuring every email is accurate, professional, and meets our quality standards before it is sent.

If you have exceptional written communication skills, strong attention to detail, and enjoy working in a fast-paced environment, we'd love to hear from you.

Responsibilities

• Review automotive customer leads and determine the appropriate response.
• Proofread and edit outbound emails for grammar, spelling, punctuation, and consistency.
• Ensure responses are accurate, professional, and meet company quality standards.
• Identify and report system errors or other anomalies.
• Maintain productivity and quality metrics.
• Collaborate with team members and leadership to continuously improve quality.
• Perform other duties as assigned.

Performance Expectations

• Process an average of 40 leads per hour while maintaining a high level of quality.
• Maintain an average Error Rating Average (ERA) of 3.5 or lower.
• Employees with an ERA above 10% may be subject to coaching and further corrective action.
• Quality is prioritized, and consideration may be given when processing fewer than 40 leads per hour if the ERA remains below 2%.

Qualifications

• Excellent written communication, grammar, spelling, and proofreading skills.
• Strong attention to detail and ability to identify errors quickly.
• Ability to prioritize work and meet productivity goals in a fast-paced environment.
• Strong computer and typing skills.
• Customer service or quality assurance experience is preferred.
• Automotive industry experience is a plus, but not required.

If you're passionate about delivering high-quality work and ensuring every customer interaction is professional and accurate, we'd love to have you join the Better Car People team!