Senior Specialist - Quality Audit

Sr Specialist Quality Audit

About Us: Target is an iconic brand, a Fortune 50 company and one of America’s leading retailers.

The Service Center, Service Delivery Enablement (SC& SDE) organization is close to the action when it comes to communication—whether with guests or Target team members. From guest service professionals and product designers to vendor managers and financial and workforce management analysts, SC comprises several key and high-visibility areas that elevate and nurture Target’s distinctive reputation. We cultivate loyalty and satisfaction through exceptional service and support. And we foster a culture of responsive, knowledgeable and committed service—from the inside out—through enterprise services our people can count on.

FRS includes several contact centers focused on the quick and seamless resolution of a variety of issues. From Circle Card, Guest Services to the Client Support Center (CSC), we pride ourselves on infusing every interaction with that signature Target service that guests and team members alike have come to expect. We directly support Target’s bottom line through building guest loyalty as the retailer of choice and taking care of our team members so that they can get back to work they do best, from headquarters to stores to distribution centers.

As a Sr. Specialist Quality audit, you will need to capture accurate data on recorded calls, e-mail and chat conversations between service center team members and/or guests, Stores and HQ team members. You will work with Analysts to provide valuable ideas/insights/recommendations/report-out on problem statements/outcomes leveraging relevant data sources. You will focus identifying gaps and trends and call out process changes to support our service center teams and our guest. You will 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 SOPs. Core responsibilities of this job are described within this job description. Job duties may change at any time due to business needs.

Core responsibilities of this job are described within this job description. Job duties may change at any time due to business needs.

About you:

• Three-year degree or equivalent experience
• 0-1 year(s) proven experience in Retail, Customer Service, Contact Centers or Operations
• Excellent communication skills
• Excellent ability to follow-through and attention to detail
• Strong Team player
• Willingness to learn quickly, embrace ambiguity and remain flexible
• Ability to work independently with integrity and ownership
• Computer skills: MS Outlook, Word, Basic Excel and PowerPoint

Experience Level

Senior Level