Call Center Quality Coordinator I

Position Call Center Quality Coordinator I Location Novi, MI, USA Schedule 2nd Shift: Sunday to Thursday 2:00 pm to 10:30 pm with flexibility to work overtime on Saturday as needed. Usually 2 Saturdays per month. Pay Hourly: $14.50- $15.25 based on experience. Benefits 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. Responsibilities 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. 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, Opens cape, 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. Travel None 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. Employer Brand 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. EEO Statement 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. EEO/AA/Female/Minority/Disabled/Veteran #li-post #indexempt #LI-JV #ryder Screening & Verification 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 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 Job Category Customer Service Compensation Details Compensation ranges for the position are below: Pay Type: Hourly Minimum Pay Range: $14.50 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. Legal Policies EEO is the Law Ryder Pay Transparency Policy. Philadelphia Fair Criminal Records Screening Standards Washington State Fair Chance Act #J-18808-Ljbffr Ryder System, Inc.