Junior Quality Assurance Specialist

Company Overview:

Lightspeed is a leading provider of cloud-based software for dealerships and Original Equipment Manufacturers (OEMs), serving the Powersport, Marine, RV, Trailer, Outdoor Power Equipment, and Golf Cart industries. Lightspeed's Dealer Management Solution (DMS) enables dealerships to optimize their end-to-end business operations, including sales, parts, service, rentals, accounting, and Customer Relationship Management (CRM). When implemented into their daily operations, Lightspeed helps dealers increase their profitability by selling more units, service, and parts, all while creating a more streamlined experience for customers. For nearly 40 years, Lightspeed has been empowering 4,500 dealers across North America with the tools and technology they need to manage their dealerships.

We are seeking a Junior Quality Assurance Specialist to join our support call center team. This entry-level position is perfect for individuals who are passionate about customer service and are looking to start a career in quality assurance. The successful candidate will assist in monitoring and evaluating our call center operations to ensure they meet the company's standards for quality and customer satisfaction.

What you'll do:

• Assist in monitoring inbound and outbound calls to ensure compliance with quality standards and company policies.
• Help in compiling and analyzing performance data from call recordings to identify trends and areas needing improvement.
• Participate in the preparation of feedback and performance reports for call center agents.
• Support senior quality assurance staff in the development and maintenance of documentation related to quality assessments.
• Contribute to training sessions by providing data and examples that highlight both effective and problematic call handling.
• Attend and engage in team meetings, offering insights and suggestions for enhancing call quality and agent performance.
• Assist in maintaining records of quality assurance activities and findings, ensuring accuracy and confidentiality.
• Learn and apply the latest quality assurance techniques and tools relevant to call center operations.
• Undertake research and special projects as directed by management to support continuous improvement and operational excellence initiatives.
  
  

What you should have:

Qualifications:

• Associate degree or equivalent in a relevant field; Bachelor's degree preferred.
• Up to 1 year of experience in a call center or customer service role; experience in quality assurance is a plus but not required.
• Strong attention to detail with an ability to identify errors and inconsistencies in call handling.
• Basic understanding of quality assurance principles and customer service best practices.
• Effective communication and interpersonal skills, capable of providing respectful and constructive feedback.
• Proficiency in Microsoft Office applications and comfortable learning new software and systems.
• A team player with a positive attitude and eagerness to improve service quality and performance.
  
  

Inclusion and Diversity at Lightspeed:

At Lightspeed, we celebrate the uniqueness of every individual and encourage diverse perspectives. We believe that inclusion drives innovation and fosters meaningful connections. We are committed to building an environment where everyone feels valued and empowered to make an impact.

Equal Employment Opportunity Statement:

Lightspeed is an Equal Opportunity Employer and is dedicated to building a diverse and inclusive workforce. All qualified applicants will be considered for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, religion, age, disability, veteran status, or any other protected category.

Important Note:

Applicants must be authorized to work in the U.S.

Ready to apply?

Take the next step in your career—apply today and join a team where your skills will make an impact!