Call Center Quality Coordinator

040 Ryder Integrated Logistics, Inc. (Employer-Payroll); Novi (MI); On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

Medical

Dental

Vision benefits

401(k) with match

Stock purchase plan

Employee discounts

Paid holidays

PTO first year

Maternity leave up to 12 weeks

Job summary

Ryder System, Inc. in Novi, MI is seeking a Call Center Quality Coordinator to perform and assess quality audits for calls and cases within our Supply Chain Solutions division.

The role focuses on identifying process inefficiencies, tracking audits, scoring team performance, and reporting daily results. Ideal candidates will demonstrate strong interpersonal and written communication skills, with at least two years of audit experience and familiarity with QA tools.

Qualifications

• Two years or more experience in audits preferred.
• Experience in call center QA and reporting is a plus.
• Proficient with MS Office and data tools.

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 and improve the case management process.
• Work independently and as part of a team to achieve project objectives while performing quality assessments.
• Communicate operational trend issues to department leaders.

Skills

Quality auditing

Customer service

Analytical skills

Interpersonal communication

Written communication

Education

HS diploma or GED

Bachelor's degree in related field

Tools

MS Office Suite

MMC/RCRC application

Openscape

Verint

Job description

Job Description: We are immediately hiring a Call Center Quality Coordinator in Novi, MI for our Supply Chain Solutions division. Pay Type: Hourly paid weekly Hourly: $15.25 per hour Schedule: Monday through Friday from 6:00 am to 2:30 pm. Additional days and hours as needed to support business needs. When Fortune 500 businesses and new startups need supply chain solutions, they look to our industry-leading logistics experts. At Ryder, there is more to being a supply chain professional than working on some of the nation’s biggest brands. We make sure you are also getting the diverse experience, advancement opportunities, all from an industry-leading Fortune 500 company.

Here are a few of the many benefits when working with us:

• Medical
• Dental
• Vision Benefits start at 30 Days
• 401 (K) Savings Plan with a company match
• Discounted employee stock purchase options
• Quality employee discounts that actually save you money 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

SUMMARY

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.

ESSENTIAL FUNCTIONS

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

ADDITIONAL RESPONSIBILITIES

Performs other duties as assigned.

EDUCATION

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

EXPERIENCE

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

SKILLS

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.

KNOWLEDGE

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.

LICENSES

Travel None DOT Regulated No Customer Logistics Manager: Chance- Ryder. 116.

Job Category

Customer Service

Our Culture & Commitment

At Ryder, you’re trusted to make an impact—while enjoying room to grow and having a voice that’s heard. Our culture is built on respect, collaboration, and shared pride in doing great work rooted in innovation and safety. Your Voice. Your Success. The Future We Build Together.

Compensation Information

The compensation offered to a candidate may be influenced by a variety of factors, including the candidate’s relevant experience; education, including relevant degrees or certifications; work location; market data/ranges; internal equity; internal salary ranges; etc. The position may also be eligible to receive an annual bonus, commission, and/or long-term incentive plan based on the level and/or type. Compensation ranges for the position are below: Pay Type: Hourly Minimum Pay Range: 15.25 Maximum Pay Range: 15.25

Benefits Information

• For all Full-time positions only: Ryder offers comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan.

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.

Important Note: Some positions require additional screening that may include employment and education verification; motor vehicle records check and a road test; and/or badging or background requirements of the customer to which you are assigned.

Security Notice for Applicants

Ryder will only communicate with an applicant directly from a [@ryder.com] email address and will never conduct an interview online through a chat type forum, messaging app (such as WhatsApp or Telegram), or via an online questionnaire. During an interview, Ryder will never ask for any form of payment or banking details and will never solicit personal information outside of the formal submitted application through www.ryder.com/careers. Should you have any questions regarding the application process or to verify the legitimacy of an interview or Ryder representative, please contact Ryder at [e-mail] or 800-793-3754.

Current Employees

If you are a current employee at Ryder, please click here to log in to Workday to apply using the internal application process.

Explore our current opportunities and discover how you can build a rewarding career with a company committed to innovation, safety, and success.

Ryder operates behind the scenes, managing critical fleet, transportation and supply chain functions for over 50,000 customers, many of which make the products that consumers use every day. When you choose Ryder, you get access to industry-leading technology, one of North America’s largest fleet of trucks, an expansive infrastructure of maintenance facilities and warehouses, and some of the most talented people in the industry.

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