HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

General Summary:

Reviews and analyzes inspections for accuracy and integrity of information.  Updates appropriate management staff with critical information requiring further analysis.  All efforts aim to improve inspection quality and mitigate financial exposure for both our clients and Quiktrak.

Essential Functions: (The essential/marginal functions are intended only as illustrations of the various types of work that may be performed.  The omission of specific statements of duties does not exclude them from the position.  Duties and responsibilities are also subject to change by the employer as the needs of the employer and requirements of the job change.)

• Reviews inspection results for accuracy and validity.   Makes corrections as needed and sends final report to client.
• Maintains jobs list to ensure timely transfer of information to client.
• Documents rating for each inspection to improve quality.
• Provides coaching and support to inspectors on standard procedures when calling on report questions.
• Serves as back-up for other team members to ensure timely completion of all workload in order to mitigate Quiktrak’s risk and meet time service expectations.
• Updates Senior QA Manager and/or Regional Managers if severe quality or potential exposures exist.
• Works with managers and teammates for continuous process improvement.
• Acts as resource to staff on product/report procedures.
• Responds to client or inspector issues efficiently and in a timely manner; responds to inquiries from other departmental personnel and handles accordingly; and works with appropriate department personnel to resolve problems.
• Effectively communicates with both inspectors and clients with regards to updates, questions or problems with jobs; extensive knowledge of inspection process, Quiktrak products and services.
• Enters billing information into the Quiktrak database, based upon information included in inspection documentation.

Job Conditions:

• Extensive computer work; extensive time spent on phone
• Dealing with irate customers and inspectors
• Multi-tasking and prioritizing daily tasks
• Fast-paced environment
• Overtime required when necessary to meet customer and company deadlines

Interpersonal Contacts:

Contacts are normally made with others both inside and outside the company.  Contacts include customers, inspectors and various team members.  Most contacts are made over the phone, with internal contact made face to face.

Emotional Quotient/Communication:

Ability to perform the following functions:

• Communicate effectively with Middle and Senior Management

• Open, professional dialogue
• Positive solution focused communication
• Customer Driven

• Communicate effectively with staff

• Ability to function as a team player
• Ability to communicate management decisions positively and with support
• Positive solution focused communication
• Customer Driven

• Actively seeks information on companywide business

• Works regularly with manager and team to solicit and communicate information

• Act as a role model for staff by instilling and supporting customer and business-focused decisions
• Ability to coach and delegate appropriately
• Act as a liaison within department and with other departments to promote cohesion
• Manage autonomy with accountability

Specific Job Skills and Requirements:

• Strong interpersonal skills with ability to actively lead team members to accomplish goals and to provide excellent service to customers
• Excellent customer service skills and experience
• Ability to multi-task, prioritize projects and tasks to achieve maximum efficiency and customer satisfaction
• Highly motivated leader with experience managing operations teams
• General knowledge of budgeting practices, management techniques and practices
• Ability to maintain effective working relationship with team members, colleagues and customers
• Ability to communicate effectively both verbally and in writing
• Ability to work in teams and independently
• Working knowledge of Dealerships / Auto and/or Equipment Finance industry
• Strong computer skills, including use of Microsoft Office, navigating the web
• Read, write and speak English at an acceptable level to perform job functions.

Mental and Physical Requirements:

Mental activities required include continuous interpersonal interactions at a moderate level; teamwork skills; and task handling; and frequent problem solving at a moderate level, decision making within company policy, computer and office equipment operation, and evaluating information and providing recommendations. 

Physical activities required include continuous sitting, talking and hearing; and frequent standing and repetitive motions using hands/wrists.  Position may regularly lift and carry up to 10 pounds.

Education and Experience:

A bachelor’s degree and established customer service experience preferred.  Experience in Auto and/or Equipment Finance industry desired.

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.