Call Center Quality Coordinator

When Fortune 500 businesses and new startups need supply chain solutions, they look to our industry-leading logistics experts. At Ryder, we provide diverse experience, advancement opportunities, and the benefits of an industry-leading Fortune 500 company.

Pay

Hourly pay: $15.25 (paid weekly)

Schedule

• Sunday through Thursday, 10:00 PM – 6:30 AM
• Additional hours and days as needed to support business needs

Benefits

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

About the role

The Quality Auditor is responsible for performing and assessing 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.

Responsibilities

• 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, perform quality assessments, and improve the transaction experience
• Work with the departmental leadership team to assess modifications of business procedures ensuring customer satisfaction is upheld while mitigating risk
• Identify process improvements for key business areas
• Perform other duties as assigned

Requirements

• High School diploma or GED (Bachelor’s degree in management information sciences, computer science, accounting, or related field preferred)
• Two or more years of audit experience preferred
• Excellent interpersonal, written, and oral communication skills
• Ability to translate and effectively communicate operational trend issues to department leaders
• Strong analytical and technical skills with careful attention to detail
• Ability to balance multiple projects and manage time effectively to meet deadlines
• Flexibility to work in a fast-paced, dynamic environment
• Excellent organizational skills and ability to handle multiple priorities simultaneously

Skills & Qualifications

• Accounting or professional services firm experience (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)