Ryder Jobs

Job Information

Ryder System Call Center Quality Coordinator I in Alpharetta, Georgia

Current Employees:

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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

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.

Job Seekers can review the Job Applicant Privacy Policy by clicking HERE. (https://ryder.com/job-applicant-privacy-policy)

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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