Quality and Training Specialist

Who we are
At CarGurus (NASDAQ: CARG), our mission is to give people the power to reach their destination. We started as a small team of developers determined to bring trust and transparency to car shopping. Since then, our history of innovation and go-to-market acceleration has driven industry-leading growth. In fact, we're the largest and fastest-growing automotive marketplace, and we've been profitable for over 15 years.
What we do
The market is evolving, and we are too, moving the entire automotive journey online and guiding our customers through every step. That includes everything from the sale of an old car to the financing, purchase, and delivery of a new one. Today, tens of millions of consumers visit CarGurus.com each month, and ~30,000 dealerships use our products. But they're not the only ones who love CarGurus-our employees do, too. We have a people-first culture that fosters kindness, collaboration, and innovation, and empowers our Gurus with tools to fuel their career growth. Disrupting a trillion-dollar industry requires fresh and diverse perspectives. Come join us for the ride!
Role Overview
We're looking for a Quality and Training Specialist to help us raise the bar across our Consumer Support experience. In this role, you'll work closely with our external call center partners and internal teams to ensure consistent, high-quality support. From refining QA processes to designing and delivering impactful training, you'll play a key role in helping our agents (and our customers) succeed.
What You'll Do

• Partner with the Vendor Manager and call center teams to uphold and improve quality standards.
• Monitor CX Slack channels to stay ahead of questions, feedback, and emerging trends.
• Lead quality calibration sessions with vendor partners and surface insights to drive improvement.
• Conduct regular quality audits and help evolve our QA rubrics and processes.
• Identify opportunities to streamline workflows and enhance the customer support experience.
• Collaborate with vendors and internal teams to create and deliver training for support agents.
• Track adoption of new tools and processes and share insights with key stakeholders.
• Maintain the accuracy of knowledge base articles and training materials.

What You'll Bring

• 2+ years in customer support roles.
• 1+ year working with vendor support teams.
• Experience building or using QA rubrics is a plus.
• Instructional design or training development experience is also a plus.
• Strong organization and time management skills. You're able to set your own priorities and follow through.
• Comfort working with support and training metrics to guide decisions.
• Clear, confident communication skills, both written and verbal.
• Experience coaching others and leading engaging training sessions.
• A collaborative mindset-you enjoy working cross-functionally and building strong relationships, even in a remote environment.
• Empathy and perspective-you understand the challenges of both support agents and the customers they serve.
• Flexibility to travel internationally when needed.

Working at CarGurus
We reward our Gurus' curiosity and passion with best-in-class benefits and compensation, including equity for all employees, both when they start and as they continue to grow with us. Our career development and corporate giving programs, as well as our employee resource groups (ERGs) and communities, help people build connections while making an impact in personally meaningful ways. A flexible hybrid model and robust time off policies encourage work-life balance and individual well-being. Thoughtful perks like daily free lunch, a new car discount, meditation and fitness apps, commuting cost coverage, and more help our people create space for what matters most in their personal and professional lives.
We welcome all
CarGurus strives to be a place to which people can bring the ultimate expression of themselves and their potential-starting with our hiring process. We do not discriminate based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We foster an inclusive environment that values people for their skills, experiences, and unique perspectives. That's why we hope you'll apply even if you don't check every box listed in the job description. We also encourage you to tell your recruiter if you require accommodations to participate in our hiring process due to a disability so we can provide the appropriate support. We want to know what only you can bring to CarGurus. #LI-Hybrid