Ryder
Logistics
CallCenterQualityCoordinator
“Call Center Quality Coordinator at Ryder. Skills: quality audits, performance issues, audit reports. Perform and access quality phone and/or case audits. Identify potential process inefficiencies”
What You'll Achieve.
achieve project objectives; ensure customer satisfaction is being upheld; mitigating risk
Industry & Context.
analytical skills; analytical and technical skills
What They're Looking For.
Must Have
H. S. diploma/GED
Nice to Have
Bachelor's degree in management information sciences, computer science, accounting or related field, Two (2) years or more experience in audit, Accounting or professional services firm experience, experience with MMC/RCRC application, Opens cape, Verint, SMO, MS Office Suite, Auditing experience or technical expertise in SAP, Mainframe, Hyperion, AS400, SQL, Oracle, and Unix, experience with reviews of significant IT projects and familiarity with development and project management best practices
What You'll Do.
Perform and access quality phone and/or case audits
Identify potential process inefficiencies
Gauge quality of work performed
Perform daily case and/or call audits
Access performance issues with management
Score performance of team members
Plan and perform case and/or call audits
Communicate results to management
Identify and evaluate business and technology issues
Improve the case management process
Perform quality assessments
Better the transaction experience
Assess modifications of business procedures
Ensure customer satisfaction is upheld
Identify process improvements
How You'll Work.
Team & Collaboration
Work independently and as part of a team; Work with a group; Work with management to improve the case management process; Work with the departmental leadership team
Communication Scope
interpersonal skills; written communication skills; oral communication skills; effectively communicate audit observations; translate and effectively communicate operational trend issues
Process & Methodology
balance multiple projects, manage their time
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