Customer Care Quality Assurance Specialist
About the role
ABOUT US
IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company (NYSE: RBA) and (TSX: RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles. IAA serves a global buyer base – located throughout over 170 countries – and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations. Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience. IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time and delivering the highest economic returns.
ABOUT THE TEAM
We conduct hundreds of live auctions each year around the world. It takes a hardworking team of energetic people in a wide variety of full-time and part-time roles to conduct a successful multi-million dollar auction – from equipment inspectors, yard managers and operators to administrative staff and customer service representatives.
JOB DESCRIPTION
As a Quality Assurance Specialist, you will be responsible to ensure our customers receive accurate information on all brands and our agents receive feedback on all their interactions. This includes calls, email and chat. In addition, you will be responsible for documentation to ensure the most recent policies and procedures are available for our Specialists. Managing CRM systems within Customer Care. You will review interactions and have the discussions with the agents. In extreme situations, you will escalate performance concerns to the respective Supervisors to be resolved.
RESPONSIBILITIES
- Monitor and score Specialist interactions for quality improvement. Create team reports for all brands to ensure KPI’s are met. This includes quarterly and yearly summary.
- Create and maintain a current database on the company SharePoint of policies and procedures
- Assist in overflow volume as required (calls, email, and other channels).
- UAT initiatives including creating testing scenarios.
- Responsible for supporting training new hires and existing staff.
- Assist Customer Care with various application systems and various requests from a support and integration perspective `
- Flexible and willing to perform other tasks as assigned
QUALIFICATIONS
-
3+ years of experience in direct Customer Service
-
Solid understanding of approved processes and procedures.
-
Confidence to provide coaching. Ability to design/create documents and
-
maintain the ramp page
-
Flexible schedule
-
Ability to work evenings, weekends and stat holidays as required
-
Must be fluent in English, both written and verbal.
-
Spanish and French an asset
-
Must be comfortable providing feedback, good and bad
-
As required for training
-
Typical Call Center office environment
Job Identification
6447
Posting Date
10/13/2025, 09:06 AM
Locations
9500 Glenlyon Parkway, Burnaby, BC, V5J 0C6, CA
(On-site)
Degree Level
No Formal Education
Job Schedule
Full time
Minimum Salary
36260.0
Maximum Salary
54380.0
About Ritchie Bros.
Established in 1958, Ritchie Bros. (NYSE and TSX: RBA) is a global asset management and disposition company, offering customers end-to-end solutions for buying and selling used heavy equipment, trucks and other assets. Operating in a multitude of sectors, including construction, transportation, agriculture, energy, oil and gas, mining, and forestry, the company’s selling channels include: Ritchie Bros. Auctioneers, the world’s largest industrial auctioneer offers live auction events with online bidding; IronPlanet, an online marketplace with featured weekly auctions and providing its exclusive IronClad Assurance® equipment condition certification; MarketplaceE, an online marketplace offering multiple price and timing options; Mascus, a leading European online equipment listing service; and Ritchie Bros. Private Treaty, offering privately negotiated sales.
The company also offers sector-specific solutions including GovPlanet, TruckPlanet, Kruse Energy Auctioneers, and Cat® auctions, plus equipment financing and leasing through Ritchie Bros. Financial Services. For more information about the unprecedented choice provided by Ritchie Bros., visit RitchieBros.com.
Customer Care Quality Assurance Specialist
About the role
ABOUT US
IAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company (NYSE: RBA) and (TSX: RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA’s unique platform facilitates the marketing and sale of total-loss, damaged and low-value vehicles. IAA serves a global buyer base – located throughout over 170 countries – and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations. Buyers have access to multiple digital bidding and buying channels, innovative vehicle merchandising, and efficient evaluation services, enhancing the overall purchasing experience. IAA offers sellers a comprehensive suite of services aimed at maximizing vehicle value, reducing administrative costs, shortening selling cycle time and delivering the highest economic returns.
ABOUT THE TEAM
We conduct hundreds of live auctions each year around the world. It takes a hardworking team of energetic people in a wide variety of full-time and part-time roles to conduct a successful multi-million dollar auction – from equipment inspectors, yard managers and operators to administrative staff and customer service representatives.
JOB DESCRIPTION
As a Quality Assurance Specialist, you will be responsible to ensure our customers receive accurate information on all brands and our agents receive feedback on all their interactions. This includes calls, email and chat. In addition, you will be responsible for documentation to ensure the most recent policies and procedures are available for our Specialists. Managing CRM systems within Customer Care. You will review interactions and have the discussions with the agents. In extreme situations, you will escalate performance concerns to the respective Supervisors to be resolved.
RESPONSIBILITIES
- Monitor and score Specialist interactions for quality improvement. Create team reports for all brands to ensure KPI’s are met. This includes quarterly and yearly summary.
- Create and maintain a current database on the company SharePoint of policies and procedures
- Assist in overflow volume as required (calls, email, and other channels).
- UAT initiatives including creating testing scenarios.
- Responsible for supporting training new hires and existing staff.
- Assist Customer Care with various application systems and various requests from a support and integration perspective `
- Flexible and willing to perform other tasks as assigned
QUALIFICATIONS
-
3+ years of experience in direct Customer Service
-
Solid understanding of approved processes and procedures.
-
Confidence to provide coaching. Ability to design/create documents and
-
maintain the ramp page
-
Flexible schedule
-
Ability to work evenings, weekends and stat holidays as required
-
Must be fluent in English, both written and verbal.
-
Spanish and French an asset
-
Must be comfortable providing feedback, good and bad
-
As required for training
-
Typical Call Center office environment
Job Identification
6447
Posting Date
10/13/2025, 09:06 AM
Locations
9500 Glenlyon Parkway, Burnaby, BC, V5J 0C6, CA
(On-site)
Degree Level
No Formal Education
Job Schedule
Full time
Minimum Salary
36260.0
Maximum Salary
54380.0
About Ritchie Bros.
Established in 1958, Ritchie Bros. (NYSE and TSX: RBA) is a global asset management and disposition company, offering customers end-to-end solutions for buying and selling used heavy equipment, trucks and other assets. Operating in a multitude of sectors, including construction, transportation, agriculture, energy, oil and gas, mining, and forestry, the company’s selling channels include: Ritchie Bros. Auctioneers, the world’s largest industrial auctioneer offers live auction events with online bidding; IronPlanet, an online marketplace with featured weekly auctions and providing its exclusive IronClad Assurance® equipment condition certification; MarketplaceE, an online marketplace offering multiple price and timing options; Mascus, a leading European online equipment listing service; and Ritchie Bros. Private Treaty, offering privately negotiated sales.
The company also offers sector-specific solutions including GovPlanet, TruckPlanet, Kruse Energy Auctioneers, and Cat® auctions, plus equipment financing and leasing through Ritchie Bros. Financial Services. For more information about the unprecedented choice provided by Ritchie Bros., visit RitchieBros.com.