What are the responsibilities and job description for the Associate QA Specialist position at TransCore?
TransCore, a subsidiary of ST Engineering, is seeking a full-time Associate QA Specialist to join our Customer Service team in Dover, Delaware.
Job Summary: Assists in the development, implementation, delivery and/or modification of the training programs to ensure maximum effectiveness of call center/customer service personnel. Functions in an administrative capacity to monitor project adherence to performance standards and quality measures.
Essential Duties and Responsibilities include but are not limited to the following:
- Works with quality management team to ensure that operations policies are current and are followed
- Ensures that Service Center policy and procedure manuals are clear, straightforward, and kept current for the Service Center’s basic business functions
- Develops, implements and/or modifies training materials to ensure maximum effectiveness of call center customer service personnel.
- Develop audit procedures; tracks and reports results to management staff
- Recommends to management those areas requiring additional training based upon audit findings
- Monitors customer interactions for quality and provides feedback
- Analyzes employee QA results and recommends corrective action (additional training, coaching, mentoring etc.) to management
- Ensures that procedures are followed properly
- Supports the Service Center for customer service phone calls by responding to incoming phone inquiries regarding E-ZPass accounts, violations, and DMV
- Regular and predictable attendance is an essential function of this job
Required Skills:
- At least 2 years prior customer service and call center experience
- Advanced knowledge in Microsoft word and Excel to create formulas, pivot tables, graphs, and charts.
- Effective problem solving, written communication, and verbal communication skills.
- High skilled in analytics and reporting.
- Document and technical writing.
Desired Skills:
- Training experience preferred
- Experience in SQL preferred.
- At least two years in quality control experience.
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