Quality Specialist

Fender Musical Instrument Corporation (“FMIC”) is located in Scottsdale, AZ. Within our Customer Service Team, we are focused on supporting our internal business partners, providing a best-in-class experience, and being the engine that helps drive better sales opportunities for our customers. Our team’s mission is to help improve our revenue streams through quality monitoring, continuous improvement, and driving revenue opportunities that improves our sales and service team’s performance.

An American icon, Fender was born in Southern California and has built a worldwide influence extending beyond the studio and the stage. A Fender is more than an instrument; it’s a cultural symbol that resonates globally.

As a Quality Specialist, you will be entrusted with the critical responsibility of providing direct monitoring and coaching with our Gear Advisors, Inside Sales Representatives, and Customer Service Representatives who communicate via phone, e-mail, web chat and print mail. We’re looking for someone who has built a quality program from the ground up (monitoring plan, monitoring form, coaching, reporting, corrective action / continuous improvement, workforce management.) 

About the Job:

• Build and maintain a call monitoring and email audit program from the ground up for B2B and B2C channels
• Provide support for design, execution, and maintenance of quality system processes
• Analyze performance metrics data and manage team resources to ensure staffing levels are appropriate to handle the incoming contact volumes
• Perform routine inspections and quality tests
• Identifying and resolving trends through corrective measures / process improvement recommendations
• Address and discuss issues with proposed solutions and remediations to leadership and Executives
• Documenting quality assurance activities and creating audit report and trending
• Creating training materials and operating manuals based on corrective measures identified
• Provide recursive training at the department level based on trends

What you need: 

• A minimum of a high school diploma, or equivalent, while a college degree is preferred.
• 2-years of experience in developing quality monitoring programs while providing robust reporting
• 2-years of experience monitoring calls and emails and developing corrective measures
• Product and technical knowledge of all Fender product line is a plus
• Experience with Calabrio Call Monitoring software is a plus
• Experience with CRM and web chat platforms in a call center environment is preferred, not required
• SAP experience preferred, but not required
• Analytical interpretation of data
• Demonstrated ability to explain qualitative results to a broad-based audience, possibly with less knowledge
• Experience working with MS Office products - Excel, Word, and Outlook at a minimum
• Strong written and verbal communication skills. 
• Ability to coach, have difficult discussions, and drive behavior change based on qualitative findings
• Strong coaching and leadership-type skills a must
• Excellent detail-orientation and strong organizational skills with a focus on attention to detail.
• Must be able to work with all levels of the organization in capturing, managing, and communicating metrics
• Ability to be a very driven self-starter that may be asked to work independently and remotely where applicable.

About Fender Musical Instruments:

Fender Musical Instruments Corporation (FMIC) is one of the world’s leading musical instrument manufacturers, marketers and distributors, whose portfolio of brands includes Fender®, Squier®, Gretsch®, Jackson®, EVH®, Charvel® and Groove Tubes®, among others. For more information, visit www.fender.com. FMIC offers a competitive benefits package which includes medical, dental, 401(k), paid time off, and an equipment purchase program to help you get the band back together. Fender Musical Instruments Corporation is an equal opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, disability, veterans’ status, sexual orientation, or any other protected factor.

Fender is required by law in certain jurisdictions to include a pay scale in the job posting for this position.  “Pay scale” means the salary or hourly wage range that Fender reasonably expects to pay for this position; it is neither a promise nor a guarantee of the compensation that the successful candidate will receive.  The pay scale for this position takes into account the wide range of factors that Fender