About us:

As a Fortune 50 company with more than 400,000 team members worldwide, Target is an iconic brand and one of America's leading retailers. At Target, we have a timeless purpose and a proven strategy and that hasn’t happened by accident. Some of the best minds from diverse backgrounds come together at Target to redefine retail in an inclusive learning environment that values people and delivers world-class outcomes. That winning formula is especially apparent in Bengaluru, where Target in India operates as a fully integrated part of Target’s global team and has more than 4,000 team members supporting the company’s global strategy and operations.

Joining Target means promoting a culture of mutual care and respect and striving to make the most meaningful and positive impact. Becoming a Target team member means joining a community that values diverse backgrounds. We believe your unique perspective is important, and you'll build relationships by being authentic and respectful. At Target, inclusion is part of the core value. We aim to create equitable experiences for all, regardless of their dimensions of difference. As an equal opportunity employer, Target provides diverse opportunities for everyone to grow and win

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 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 guests. 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
• 2+ years (s) proven experience in Retail, Customer Service, Contact Centers or Operations
• Excellent communication and interpersonal skills
• Good analytical, and 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
• Critical Thinking
• Empathy and Guest Understanding
• Attention to Detail
• Continuous Learning
• Flexible with evening shifts