Associate QA Specialist

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.