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Lead Specialist Quality Audit

Apply Now Location: Target Corporation India Pvt. Ltd., Bangalore, Karnataka, India, 560045; job id: R0000216750
job family: Service Center - Internal/External
schedule: Full time

About Us:

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

The Financial and Retail Services (FRS) organization is close to the action when it comes to communicationwhether with guests or Target team members. From guest service professionals and product designers, to vendor managers and financial and workforce management analysts, FRS 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 servicefrom the inside outthrough 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 REDcard® 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 the work they do best, from headquarters to stores to distribution centers.

As a Lead 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 on continuous improvement in processes and procedures, as well identify gaps and trends, and drive process changes to support our contact 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 SOP’s. You will need to upskill on various tools and technologies that may be required for implementation of process improvement outcomes.

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

  •   1+ year(s) proven experience in Retail, Customer Service, Contact Centers or Operations

  •   Excellent communication and interpersonal skills

  •   Good analytical, problem solving skills and experience researching root issues

  •   Willingness to embrace ambiguity and remain flexible

  •   Ability to work independently with a high level of initiative and ownership

  •   Computer skills: MS Outlook, Word, Intermediate Excel and PowerPoint

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  • Service Center - Internal/External, Bengaluru, Karnataka, IndiaRemove
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