Call Center Quality Coordinator I
Company: Ryder System
Location: Novi
Posted on: May 12, 2022
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Job Description:
Current Employees:If you are a current employee at Ryder (not a
Contractor or temporary employee through a staffing agency), please
click here (http://wd5.myworkday.com/ryder/d/task/1422$3.htmld) to
log in to Workday to apply using the internal application process.
To learn how to apply for a position using the Career worklet,
please review this quick reference guide
(https://rydersystems.service-now.com/sys\attachment.do?sys\id=a39f83621bd99050632a4223cd4bcb91)
.Job Seekers can review the Job Applicant Privacy Policy by
clicking HERE. (https://ryder.com/job-applicant-privacy-policy)You
are the driving force behind our company.Start your career with
Ryder today!SUMMARYThe Quality Auditor 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 leadersThe 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 workESSENTIAL FUNCTIONSPlan and perform case and/or
call audits using Ryder's key applications, databases, and systems.
Draft audit reports and communicate results to managementIdentify
and evaluate business and technology issues that hinder team
efficiency while working with management to improve the case
management processWork 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 experienceWork
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 areasADDITIONAL RESPONSIBILITIESPerforms other duties as
assignedEDUCATIONH.S. diploma/GEDBachelor's degree in management
information sciences, computer science, accounting or related field
preferred.EXPERIENCETwo (2) years or more experience in audit
preferredSKILLSDemonstrates 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.KNOWLEDGEAccounting 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.LICENSESTRAVELNone\#FB\#li-post\#indexemptJob Category:
Customer ServiceRyder is proud to be an Equal Opportunity Employer
and Drug Free workplace. All qualified applicants will receive
consideration for employment without regard to race, religion,
color, national origin, sex, sexual orientation, gender identity,
age, status as a protected veteran, among other things, or status
as a qualified individual with disability.Job Seekers can review
the Job Applicant Privacy Policy by clicking HERE.
(https://ryder.com/job-applicant-privacy-policy)\#wd
Keywords: Ryder System, Novi , Call Center Quality Coordinator I, Other , Novi, Michigan
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