Call Center Quality Coordinator

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Job Description:

We are immediately hiring a Call Center Quality Coordinator -Remote position in Novi, MI for our Supply Chain Solutions division. Apply here today to speak with a Recruiter about the position and perks of joining our Ryder Ever Better Team.

• Pay Type: Non-Exempt / Paid Weekly
• Hourly Pay: $15.25 based on experience.
• Schedule: Monday-Friday 2:00 p.m. – 10:30 p.m. with flexibility to work paid overtime at least 2 Saturdays per month.

When Fortune 500 businesses and new startups need supply chain solutions, they look to our industry-leading logistics experts. At Ryder, there is more to being a supply chain professional than working on some of the nation’s biggest brands. We make sure you are also getting the diverse experience, advancement opportunities, all from an industry-leading Fortune 500 company.

Here are a few of the many benefits when working with us:

• Medical, Dental, Vision Benefits start at 30 Days
• 401 (K) Savings Plan with a company match
• Discounted employee stock purchase options
• Quality employee discounts that actually save you money on tools, cars, appliances, travel and more
• All major holidays paid and Paid time off within your first year
• Up to 12 weeks paid maternity leave

SUMMARY
The Call Center Quality Coordinator is responsible for performing and accessing quality phone and/or case audits to identify potential process inefficiencies and operational inefficiencies while gauging the quality of work performed by all departmental agents. Specific responsibilities of this role will include performing daily case and/or call audits while accessing performance issues with management, tracking the audits, scoring the performance of the team members, and writing audit reports on a daily basis. The candidates must possess excellent interpersonal skills, both written and oral are required to effectively communicate audit observations. The candidate will be expected to exhibit the ability to translate and effectively communicate operational trend issues to their department leaders

The Quality Auditor must be able to balance multiple projects and effectively manage their time to meet deadlines and commitments to our department. The position requires strong analytical and technical skills, as well as careful attention to detail and commitment to a high quality of work


ESSENTIAL FUNCTIONS
Plan and perform case and/or call audits using Ryder’s key applications, databases, and systems. Draft audit reports and communicate results to management
Identify and evaluate business and technology issues that hinder team efficiency while working with management to improve the case management process
Work independently and as part of a team to achieve project objectives while performing quality assessments, as well as work with a group to better the transaction experience
Work with the departmental leadership team assessing modifications of business procedures to ensure customer satisfaction is being upheld while mitigating risk. Identify process improvements for key business areas


ADDITIONAL RESPONSIBILITIES
Performs other duties as assigned


EDUCATION
H.S. diploma/GED
Bachelor's degree in management information sciences, computer science, accounting or related field preferred.


EXPERIENCE
Two (2) years or more experience in audit preferred


SKILLS
Demonstrates analytical skills.
Demonstrates a high commitment to quality.
Strong verbal and written communication skills.
Possesses flexibility to work in a fast paced, dynamic environment.
Excellent organizational skills.
Ability to simultaneously handle multiple priorities.


KNOWLEDGE
Accounting or professional services firm experience a plus; intermediate level; preferred.
experience with MMC/RCRC application, Openscape, Verint, SMO, MS Office Suite.; intermediate level; preferred.
Auditing experience or technical expertise in the following areas preferred: SAP, Mainframe, Hyperion, AS400, SQL, Oracle, and Unix.; intermediate level; preferred.
experience with reviews of significant IT projects and familiarity with development and project management best practices.; intermediate level; preferred.


LICENSES

TRAVEL
None

Apply Here With Ryder Today

We want YOU to join our family made up of Proud Women and Men in Logistics who work alongside Military Reserve and Veterans we hire every day!