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POSITION PURPOSE This position will monitor phone and back-end transactions and provide feedback and coaching to Contact Center Associates. The Analyst will identify trends and provide recommendations for revisions to processes, policies, and procedures (including process mapping of program activities in support of program management). This position will provide data research analysis in support of program requirements, analysis and summarization of audit data and continuous improvement activities. MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES 40% Conduct random audits of HR Service Center active calls and recorded calls for compliance and provide timely, detailed, written reports on all calls monitored to Call Center Associates and HR Service Center Leadership Team. 10% Compile facts from call histories in response to complaints or allegations 40% Conduct one-on-one feedback sessions with Contact Center Associates on calls and transactions. 10% Analyze and recommend training based on needs of HR Service Center Associates NATURE AND SCOPE Typically reports to Sr. Analyst HR Services or Sr. Analyst Associate Support No direct responsibility for supervising others. ENVIRONMENTAL JOB REQUIREMENTS Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Typically requires overnight travel less than 10% of the time.
MINIMUM QUALIFICATIONS Must be eighteen years of age or older. Must pass the Drug Test. Must pass Background Check. Must pass pre-employment tests if applicable. EDUCATION REQUIRED - The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED. YEARS OF RELEVANT WORK EXPERIENCE - 02 PHYSICAL JOB REQUIREMENTS - Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. PREFERRED QUALIFICATIONS Bachelors Degree Excellent communication skills (written and verbal) Bilingual Spanish or French is a plus Call Center and transaction quality monitoring experience in a call center environment Knowledge and experience using quality monitoring applications (e.g. NICE, Witness) KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES Must have strong interpersonal skills; Must have excellent written and verbal communication skills; must have ability to verbally express thoughts and information clearly and concisely Strong Customer Service skills; Ability to take in and retain large amounts of information; Must have strong listening/comprehension skills Demonstrated proficiency with Microsoft Office Products (Word, Excel, PowerPoint) Experience providing formal or informal feedback to a peer or co-worker PREFERRED Bilingual monitoring will Center lift and BACH_3a9945 BETS_ARC_Setter calls
About Home Depot
The Home Depot, Inc.is a home improvement retailer. The Home Depot stores sell an assortment of building materials, home improvement and lawn and garden products, and provide a number of services. The Home Depot stores average approximately 105,000 square feet of enclosed space, with approximately 24,000 additional square feet of outside garden area. During the fiscal year ended February 1, 2009 (fiscal 2008), the Company had 2,233 The Home Depot stores located throughout the United States, including the Commonwealth of Puerto Rico and the territories of the United States Virgin Islands and Guam, Canada, China and Mexico. On January 26, 2009, the Company announced the closing of its EXPO, THD Design Center and Yardbirds stores. (Source: 10-K)