Ryder System Call Center Quality Coordinator I in Novi, Michigan
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The 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 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
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
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.
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.
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.
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Job Category: Customer Service
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.