Quality Team Leader

IMMEDIATELY HIRING!!! – APPLY TODAY!!!

We are a service and retreading market leader with over 200 Commercial Tire Centers and Truck Care Centers located across the United States. We have the unique ability to service the largest nationwide commercial fleets while also providing friendly hometown service to regional and local fleets. Our mission statement is 'SERVICE EXCELLENCE – ALWAYS'. Goodyear Commercial Tire & Service Centers (CTSC) are owned by Goodyear — which makes them uniquely qualified to offer you trusted tires, reliable services and powerful management tools to help you lower your operating costs. It's all part of Goodyear's Total Solution for commercial and off-the-road fleets.

General Description:

The Quality Team Leader is responsible for overseeing the work performed by the Quality Agents. This position will also works closely with Site Supervisors/Managers, Team Leaders and the Training Specialist to share trends and to determine the proper actions that should be taken to correct/prevent nonconformities from occurring. The incumbent will be responsible for monitoring/documenting program performance in support of departmental goals/initiatives. He/She will evaluate both verbal/written interactions of Quality Agents and will work directly with Leadership to design/update quality monitoring formats/standards. This associate will fairly/consistently review the Quality team's interactions with both internal/external parties for accuracy and support success in executing superior service/quality. This role will assist with the development/delivery of regular reports on performance, trends and other actionable insights.

Responsibilities will include, but not be limited to:

• Monitor performance quality of the Quality Agents.
• Document evaluations - Utilizing departmental quality scorecard/templates, established quality standards and quality monitoring technology.
• Ensure that Quality Agent's interactions and support requests are executed with a superior-level of customer service (world-class).
• Facilitate new hire quality training. Complete quality initiatives (as assigned).
• Participate in regular calibration meetings with Training Specialist, Team Leaders, Managers and Supervisors - Ensuring consistency of expectations, standards and evaluations.
• Provide reports to Shift Supervisors and Manager.
• Proactively identify trends based on quality evaluations - Provide program leadership with regular performance feedback. Favilitate new hire quality training.

Basic Qualifications:

• Must be at least 18 years of age
• High School Diploma or GED
• 2 or more years of experience in Customer Service (in a call center or retail environment)
• Experience with computers, including Microsoft Office, Windows, and related programs.
• No relocation is being offered for this position
• Candidates must be legally authorized to work in the U.S. without company sponsorship now or in the future

Preferred Qualifications:

• At least one year of relevant service and/or management experience.
• Previous call center experience in a fast-paced customer service environment.
• Experience in resolving customer complaints and complex customer issues.

Position Criteria:

• Strong work ethic; independently motivated to produce results with limited influence from others
• Hard worker, someone who works diligently to get tasks done and demonstrates personal characteristics, such as responsibility, dependability, conscientiousness, communication, and teamwork
• Ability to review, analyze, and interpret information, identify problems, and make decisions
• Ability to read, understand, and follow procedures and guidelines

• Commitment to following established safety policies and procedures