Call Quality & Client Experience Specialist

Nyman Turkish PC • Southfield, MI

12d • $25 - $28

About The Position

As a Call Quality & Client Experience Specialist at Nyman Turkish PC, you’ll play a key role in ensuring exceptional client experiences and operational excellence. This position involves call grading, case auditing, and collaboration with leadership to improve team performance and training.

Requirements

• Bachelor’s degree preferred.
• QA experience preferred (including call auditing and dispute resolution).
• Strong organizational and project management skills.
• Excellent written and verbal communication skills.
• Experience in a call center environment and handling escalated calls.

Nice To Haves

• Salesforce experience preferred but not required.

Responsibilities

• Call Grading: Review client calls for quality and provide constructive feedback to enhance communication and service.
• Client Contact & Dispute Resolution: Conduct daily calls to assist with dispute resolution and maintain strong client relationships (25–50% of your day on calls).
• Case Auditing: Audit case files for accuracy and compliance; report findings and recommend improvements.
• Team Collaboration: Share audit results and case updates with leadership and team members to ensure smooth workflows.
• Performance & Training: Monitor team metrics, analyze call trends, recommend training, and assist in updating training materials.

Benefits

• Excellent work environment with upward mobility to promote within the firm
• Comprehensive benefits package: medical, dental, life, disability.
• 401(k) with 6% employer match.
• Paid holidays, PTO, sick time, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level