The Hertz Corporation Contact Center Quality Auditor Coordinator in Bannockburn, Illinois

General Responsibilities:

This position will score phone calls and evaluate them against standardized department quality standards. Working with the Contact Center Training Supervisor, explains results of call audits to advisors and developing recommendations for better methods of conducting the call. As the contact center Administrative Team grows, this function will expand to include audits of purchase order construction, outbound calls, and other forms of non-telephone related contact center business.

This position is an entry level position with a career path toward a driver call center CSR or maintenance call center advisor.

  • Audit completed phone calls for the purpose of developing a monthly call handling quality score for department advisors and CSR’s. These scores will be used as the basis of monthly bonus incentives.

  • Review results of call and other audits with advisors and CSR’s.

  • Coach advisors and CSR’s to help them improve performance.

  • Maintain scoring statistics for advisors and CSR’s and aggregate to the department level.

  • Perform analysis of trends, as well as investigate root cause of less than targeted results.

  • Assist the Contact Center Training Supervisor to develop corrective action plans.

  • Follow up and report on the level of implementation of corrective action plans.

  • Backup scheduling and other department positions as may be necessary from time to time.

  • Other responsibilities as may be required by management.

Mandatory Requirements :

  • High school education required

  • College degree preferred.

  • Call center experience is a plus.

  • Excellent people and communication skills.

  • Excellent analytical skills, ability to determine cause and effect.

  • Ability to work with high level functions in Microsoft Excel.

Preferred Requirements :

  • Spanish is optional/preferred

Job ID 133822

# Positions 1

Location US-IL-Bannockburn

Posted Date 5/17/2017

Division Donlen