Call Center Quality Coordinator

Job Overview

We are immediately hiring a Call Center Quality Coordinator 1 in Novi, MI for our Supply Chain Solutions division.

Hourly Pay: $14.50–$15.25 based on experience.

Schedule:

2nd Shift: Sunday to Thursday 2:00 pm to 10:30 pm with flexibility to work overtime on Saturday as needed. Usually 2 Saturdays per month.

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

The Call Center Quality Coordinator I 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.

• 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.

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

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

• Demonstrates analytical skills.
• High commitment to quality.
• Strong verbal and written communication skills.
• Flexibility to work in a fast paced, dynamic environment.
• Excellent organizational skills.
• Ability to simultaneously handle multiple priorities.

• 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 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.

None.

Ryder 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.