Associate QA Specialist

1 week ago

Middle River, United States TransCore Full time
TransCore (TRN). a subsidiary of ST Engineering, is seeking a full-time Associate QA Specialist to join our Customer Service team in White Marsh, Maryland.

Job Summary: The Associate QA Specialist will support the successful execution and delivery of the MDTA customer service program. The position will support the Customer Information Center in meeting or exceeding service level standards and verify that the staff are working in accordance with business rules and standard operating procedures.

Essential Duties and Responsibilities include but are not limited to the following:
  • Conduct daily, weekly, and monthly QA audits to measure the performance of the Customer Information Center Staff, including monitoring and evaluations.
  • Evaluating incoming calls for quality assurance and training purposes.
  • Evaluate outgoing customer communications for accuracy.
  • Assist with the maintenance and ongoing development of training materials, including but not limited to guides, training aids, training modules, standard operating procedures, etc., to support continuous improvement and ensure a consistent quality of services.
  • Support customer service supervisors by providing coaching, best practices and feedback
  • Maintain database of all QA audits, calibrations, coaching conversations and scores.
  • Perform some department functional audits to ensure that policy and procedures are followed
  • Ability to work Anticipated Schedule: 8am - 4:30am M-F, Saturday as required.
Required Skills:
  • Great people skills and ability to communicate constructive feedback
  • Hands-on experience in quality assurance
  • Coaching experience
  • Prior quality assurance experience in a customer service environment
  • Individual is a team player but can act as an individual contributor
  • Strong interpersonal skills
  • High degree of initiative, mature judgement, and discretion
Required Education & Experience:
  • High school diploma or GED required; Some college a plus
  • Minimum of 6 months of experience in delivery of customer service & support programs
Desired Skills:
  • Moderate level of analytical and research skills.
  • Prior Customer Service experience.
  • Knowledge of MS Office Software.
  • Effective verbal and written communication skills.
  • Forward-thinking organizational skills.
  • Conscientious and detailed oriented.
  • Strong problem-solving and investigative skills
  • Ability to multi-task in a fast-paced environment.
  • Bilingual English/Spanish communication skills a plus
  • Tolling experience a plus
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)

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