Call Center Enablement & Quality Lead

Call Center Enablement & Quality Lead

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world together. At Ford, we're all a part of something bigger than ourselves. Are you ready to change the way the world moves?

Launched in 2023, Integrated Services creates and markets new customer experiences by integrating hardware, software and services across Ford Blue, Model E and Ford Pro. These products and services allow Ford's retail and commercial customers to customize their vehicles like never before with OTA (over-the-air)-driven experiences that grow better over time. Ford is developing leadership at the forefront of connected, digital platforms that will revolutionize every aspect of how vehicles function, the way people interact with them, and the value those vehicles provide.

Responsibilities

The Call Center Enablement & Quality Lead plays a critical role in ensuring the Ford Secure / Stolen Vehicle Services call center partner team is fully equipped with accurate knowledge and delivers exceptional service. This individual will be responsible for developing and maintaining comprehensive knowledge resources, facilitating effective training, and conducting quality assurance reviews to drive continuous improvement in agent performance and the overall customer experience.

Knowledge Management & Documentation :

• Assemble and rigorously maintain a comprehensive knowledge library and document repository for all Ford Secure business processes and product / feature offerings, ensuring agents have access to up-to-date and accurate information.
• Collaborate proactively with cross-functional teams to validate information accuracy and currency, securing necessary sign-offs for all knowledge artifacts.

Training & Launch Support :

Quality Assurance & Compliance :

Insight Generation & Continuous Improvement :

Qualifications

You'll have...

Even better, you may have...

Strong analytical skills, with the ability to synthesize complex data and develop actionable insights

Sound strategic thinking and problem-solving abilities, with a focus on delivering results.

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like : will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builderor all of the above? No matter what you choose, we offer a work life that works for you, including :

This position is a range of salary grades 6-8.

Visa sponsorship is not available for this position.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.

This position is hybrid. Candidates who are in commuting distance to a Ford hub location may be required to be onsite four or more days per week.