Sr Specialist Quality Audit

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.

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 different voices and lifts each other up. Here, we believe your unique perspective is important, and you'll build relationships by being authentic and respectful.

Overview about TII

At Target, we have a timeless purpose and a proven strategy. And that hasn't happened by accident. Some of the best minds from different 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.

The Target Enterprise Services (TES) 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, TES 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.

TES has multiple service centers focused on delivering a superior experience with every contact and providing the quick and seamless resolution of issues on behalf of our guests and team members. From CircleCard, Guest Services to  Guest Services (TGS) 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. From our headquarter locations to our stores and distribution centers, 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.

Use your skills, experience and talents to be a part of groundbreaking thinking and visionary goals.  As a Senior Specialist, Quality Audit you'll have the opportunity to

• Capture accurate data on recorded calls and chat conversations between contact center team members and/ or guests, store team members and HQ team members.
• Provide appropriate and valuable insights/observations/recommendations from the data captured, on best practices, procedures that are being followed and not followed etc. by the team members.
• 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.
• Actively participate and perform required research before all discussions and during training on policy/procedure and quality requirements/parameters to ensure enhanced knowledge and consistency of process.
• Highlight recurring trends or training needs, connect with the right stakeholders, and ensure timely follow-up
• Provide genuine and timely feedback on all project deliverables of self and upwards.
• Actively participate and contribute to existing programs/projects, all new transitions, cross training/programs implemented within the team.
• Ability to objectively call out process improvement ideas within the process and procedures and implement changes as appropriate.
• Perform any additional responsibilities as assigned
• Build strong partnerships across teams
• Embrace change and harness technology, like GenAI, to thrive in a rapidly evolving environment.
• Flexible to work in shifts, as per business needs & requirements

Job duties may change at any time due to business needs.

About You:

• 1-2 Years of call listening and prior experience in Contact center operations (preferably Retail)
• Strong communication and interpersonal skills,
• Excellent ability to follow-through, problem solving and attention to detail
• Strong Team player
• Ability to work independently with a high level of initiative and ownership.
• Working knowledge of MS Office applications (esp. MS Excel, Word & PowerPoint)