Call Center Quality Coordinator

Ryder Supply Chain Solutions • Novi, MI

5d • $15 - $15 • Onsite

About The Position

We are immediately hiring a Call Center Quality Coordinator 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.

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.

Requirements

• Excellent interpersonal skills, both written and oral are required to effectively communicate audit observations.
• Strong analytical and technical skills, as well as careful attention to detail and commitment to a high quality of work.
• Ability to simultaneously handle multiple priorities.

Nice To Haves

• Bachelor's degree in management information sciences, computer science, accounting or related field preferred.
• Two (2) years or more experience in audit preferred.
• 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.
• Experience with reviews of significant IT projects and familiarity with development and project management best practices.; intermediate level; preferred.
• Auditing experience or technical expertise in the following areas preferred: SAP, Mainframe, Hyperion, AS400, SQL, Oracle, and Unix.; intermediate level; preferred.

Responsibilities

• 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.
• Performing daily case and/or call audits while accessing performance issues with management.
• Tracking the audits.
• Scoring the performance of the team members.
• Writing audit reports on a daily basis.
• Translating and effectively communicating operational trend issues to their department leaders.
• Balancing multiple projects and effectively managing their time to meet deadlines and commitments to our department.
• 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.
• Performs other duties as assigned.

Benefits

• 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
• comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED