Call Center Quality Coordinator

Job Summary

Immediately hiring a full-time Call Center Quality Coordinator, the position focuses on performing quality audits of calls and cases, identifying process inefficiencies, and communicating results to management, with the flexibility to work remotely from Novi, MI.

Key responsibilities

• Plan and perform case and/or call audits, drafting reports and communicating results to management
• Identify and evaluate business and technology issues that hinder team efficiency and collaborate with management for improvements
• Work independently and as part of a team to achieve project objectives while assessing quality and enhancing the transaction experience

Required qualifications

• High School diploma/GED; Bachelor's degree in a related field preferred
• Two or more years of experience in audit preferred
• Experience with auditing applications and tools such as SAP, SQL, and MS Office Suite preferred
• Demonstrated analytical skills and a high commitment to quality
• Ability to manage multiple priorities in a fast-paced environment