Quality Assurance & Customer Care Specialist

Objectives of this Role

• Interpret, build upon, and comply with company quality assurance standards.
• Carefully maintain complaint and nonconformance processing through record and tracking systems, including root cause and corrective actions.
• Document quality assurance activities with internal reporting and audits.
• Develop new standards for service and with improvements as needed and create testing protocols for implementation across all service lines.
• Identify training needs and take action to ensure company-wide compliance. 

Daily and Monthly Responsibilities 

• Providing high-quality car and driver services meeting customer needs in car rental services and providing them with quality services. 
• Preparing and implementing quality assurance policies and procedures. 
• Performing routine inspections and quality tests. 
• Plan, execute, and oversee inspection and testing of services to confirm quality conformance to specifications and quality deliverables. 
• Assist operations in tracking, documenting, and reporting quality issues. 
• Analyze and investigate customers complaints or reported quality issues to ensure closure in accordance with company policies and procedures. 
• Documenting quality assurance activities and creating audit reports. 
• Seek customer satisfaction, taking into account their requirements. 
• Making recommendations for improvement.  
• Increase customers satisfaction level by managing Google Customer Reviews and company rating on RentalCars. 
• Identification of measures for sustainable increase in customer satisfaction and service quality and to reduce customer complaints. 
• Develop or update company inspection procedures to ensure capture and investigation, as well as proper documentation of complaints. 
• Analyzing problem logs to identify and report recurring issues to quality manager. 
• Addressing and discussing issues and proposed solutions with quality manager