Sr. Consultant, Quality Assurance

7975 - Richmond CEC - 12800 Tuckahoe Creek Parkway, Richmond, Virginia, 23238

CarMax, the way your career should be! 

Job Title

Senior Consultant, Quality Assurance - CEC

Location:  Richmond, West Creek

Additional Locations: GA – Atlanta – Norcross | KS – Kansas City – Olathe | AZ – Phoenix – Tempe

About this job

CarMax is investing heavily in the development of our customer experience centers (CECs) to create new iconic experiences for our customers.  We need great leaders to help accelerate this development!

This position will join CEC Operations, specifically the Quality Assurance team within Operations.  The team is responsible for monitoring of interactions between CEC associates  and customers, while providing insight into how our call center associates are completing work and highlighting both opportunities and wins.  We work as a collaborative team, set a high bar, and hold ourselves accountable to driving great results for our business. 

This work will fundamentally transform the future of CarMax, and we are looking for star players to help us drive results. 

Purpose of the role

The Senior Consultant, Quality Assurance - CEC will impact all aspects of our CECs.  You will become a subject matter expert that can provide clear guidance and insights about how our associates are executing against expectations. In this role you will be tasked with designing and executing research to investigate specific areas of interest or hypotheses.  Using your knowledge and leveraging the relationships you build with partner teams; you will influence how we drive associate behaviors to create an iconic experience for our customer and drive business outcomes.  Along the way, you will have the opportunity to engage and support leaders in Operations, Product, and the CEC as the go-to resource on associate expectations and execution.

What you will do – Essential Responsibilities

Become a subject matter expert on associate execution

Develop and maintain expertise in associate expectations, behaviors, and the work/process flow of specific CEC work area(s) through direct observations and collaboration. Develop an in-depth understanding of how associates are using the tools and systems available to them to meet performance goals. Leverage existing tools to understand differences in associate execution between top and bottom performers and different teams. Facilitate call calibration sessions amongst the Quality Assurance and management teams to keep behavioral expectations and scorecards up to date.

Research and Analysis

Design and execute qualitative research approaches to investigate key questions and hypotheses about associate behaviors utilizing available tools (e.g. Genesys, CallMiner, Salesforce). Develop partnerships with other strategy and analytics teams to identify appropriate research criteria. Synthesize findings into clear actionable insights. Identify behaviors most aligned with key operational metrics.

Communication and Consultation

Translate research findings into compelling recommendations to CEC Leadership to drive changes to associate execution/guidance. Contribute to leadership forums by sharing value-added insights about associate behaviors. Collaborate with business partners to assess associate impact of upcoming process changes. Proactively identify opportunities and work collaboratively to develop solutions.

Qualifications and Requirements

• 3+ years experience in contact center operations, quality assurance, or research design.

• Experience designing or leading qualitative research efforts preferred.

• Demonstrated capability to convert objectives into actionable tasks, timelines and plans.

• Comfortable working across multiple technologies or call center systems.

• Strong written and verbal communication skills.

• Ability to condense detailed research findings into clear and actionable recommendations.

• Demonstrated ability to build and grow partnerships across functional areas.

• Displays strategic thinking to anticipate downstream impacts of proposed changes.

• A passion for creating actionable insights from ambiguous problems/concerns.

• Bilingual in Spanish/English a plus

• Must live within a 60-minute commute to the nearest CEC

About CarMax

CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation’s largest retailer of used cars, with over 200 locations nationwide.

Our amazing team of more than 25,000 associates work together to deliver iconic cus