Associate QA Specialist

Opportunity.OpportunityDetail.JobDetails

Opportunity.OpportunityDetail.Description

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Associate QA Specialist to join our Customer Service team in Dover, Delaware. 

Job Summary:  Supports adherence to performance standards and quality measures by providing QA support to the Customer Service Center. Responsible for monitoring calls and auditing accounts/reports and contributing to the development, implementation, and modification of training programs to ensure maximum effectiveness of call center/customer service personnel.

Essential Duties and Responsibilities include but are not limited to the following:

• Quality Assurance
  • Assist in monitoring calls for quality and provide QA results to supervisors.
  • Audit a variety of accounts and reports to ensure compliance and accuracy.
  • Develop audit procedures; track and report results to management staff.
  • Make recommendations to management the areas requiring additional training based upon audit findings.
  • Assist in preparing monthly reports for local contracts.
  • May assist in providing quality-related training to customer service staff.

• Training and Development:
  • Design and develop new training courses for existing applications, including the preparation of training materials such as manuals, quick reference guides, audio-visual aids, and computer help-screens.
  • Revise and maintain all training documentation to ensure accuracy and relevance.
  • Maintain statistics and records of the training materials and content covered with each group and/or individual trained.
  • Assist in the ongoing improvements and coordinate the delivery of the New Hire Orientation sessions.
  • Track and report training statistics.
  • Assist in managing the ongoing training requirements for the customer service staff.
  • Supervise nesting staff to ensure training continuity and stability of the training program.
  • Identify and retrain staff for improved performance.
  • Coordinate and conduct refresher training sessions with internal and customer staff.

• Other Duties:
  • Regular and predictable attendance is an essential function of this job.
  • Perform additional duties assigned to support the overall objectives of the department.

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.

Education:

• High school diploma or GED required; Associate degree (A.A.) or equivalent from two-year college or technical school preferred

Desired Skills: 

• Training experience preferred.
• 1 - 2 years experience in quality control.

Opportunity.OpportunityDetail.Qualifications

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 60-1.35(c)