Sr. Specialist Quality Audit
Ensures a high level of quality service for guests and business partners by owning the assigned quality processes and projects related to Quality Support applications.
PRINCIPAL DUTIES AND RESPONSIBILITIES
-Directly responsible for capturing accurate data on recorded calls, e-mail and chat conversations between contact center team members and/ or guests, store team members and HQ team members.
-Provide appropriate and valuable insights/observations/recommendations from the data captured, on best practices, procedures that are being followed and not followed etc.. by the team members.
-Perform procedural audits to abide by all credit policies and procedures, systems, and various state and federal laws, rules and regulations governing credit and collections and various quality parameters defined by quality applications within Target, for Contact Center team members according to the provided SOP’s.
-Actively participate and perform required research before all discussions and during trainings on policy/procedure and quality requirements/parameters to ensure enhanced knowledge and consistency of process.
-Surface trends or retraining issues to the concerned individuals and ensures to follow-up on the closure of the same.
-Provide genuine and timely feedback on all project deliverables of self and upwards.
-Actively participate and contribute to existing programs/projects, all new transitions, cross training/programs implemented within the team.
-Ability to objectively call out process improvement ideas within the process and procedures and implement changes as appropriate.
-Perform any additional responsibilities as assigned
-Work towards the Team deliverables in Target India. Contribute to the overall productivity and accuracy as per standards defined in the team
-Drive different initiatives in Target India with enthusiasm and in a fast, fun and friendly way.
-Build strong partnerships across teams and with Quality Support Mpls/Tempe in order to meet and exceed partner expectations
-Support project and department leaders to identify, analyze and evaluate business issues.
-Make recommendations for process improvement and participates in implementation of new initiatives.
Reports to: TI Manager
Working relationships with Quality Business Consultants and FRS business areas as need, including Business Systems, Global Operations, and contact center leaders
-Bachelor's degree or equivalent.
-1-1.5 years’ work experience.
-Strong communication and interpersonal skills
-Strong analytical, problem solving, and decision making skills
-Ability to work independently with a high level of initiative and ownership.
-Excellent ability to follow-through and attention to detail.
-Working knowledge of MS Office applications (esp. MS Excel, Word & PowerPoint)
-Regular Shift (Should be flexible to changes as per business requirements
-Prior Contact center experience
-Moderate Excel skills