What are the responsibilities and job description for the Quality Auditor position at Ryder?
Position Description
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 for this role 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.
Candidates must possess excellent interpersonal skills, both written and oral, are required to effectively communicate audit observations, and are 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. This position requires strong analytical and technical skills, as well as careful attention to detail and commitment to a high quality of work.
Requirements
- High school diploma or GED equivalent
- Bachelor's degree in management information sciences, computer science, accounting or related field preferred
- Two (2) years or more of experience in audit preferred
- Demonstrated analytical skills
- Demonstrated high commitment to quality
- Strong verbal and written communication skills
- Flexibility to work in a fast paced, dynamic environment
- Excellent organizational skills
- Ability to simultaneously handle multiple priorities
- Accounting or professional services firm experience (intermediate level) a plus
- 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
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 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 working 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 areasPerforms other duties as assigned
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.
