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

Summary: The Customer Service Quality Manager is responsible to act in an administrative function for the purpose of ensuring that the quality of performance of the Service Center is maintained and all training and documentation activities are completed timely. Expectation is that the Quality Assurance Manager has a strong aptitude in the following areas but not limited to with the ability to clearly communicate their expertise in these required areas when interviewed:

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Develops and implements quality measures, policies, and procedures for the Service Center.
• Develops and maintains training curriculum and training database of applicable business applications.
• Works with managers to develop new hire courses and related training to improve operational performance, strong focus on employee engagement.
• Works with the documentation specialist and operations manager to ensure that operations policies are current and are followed.
• Ensures that Service Center policy and procedure manual is clear, straightforward, and kept current for the Service Center’s basic business functions.
• Ensures that calls and violations are examined to meet quality expectations.
• Uses forecasting to analyze workforce staffing level and prepares monthly reports projecting staffing needs.
• Maintains the master schedule and outlines the process for maintaining it on a daily basis.
• Manages all aspects of the scheduling process in conjunction with the appropriate manager and supervisors to ensure daily staffing requirements are met.
• Develops and provides reports to management on workload and workforce.
• Ensures fulfillment of all tag requests are completed within appropriate accuracy levels.
• Ensures that operations audit of lost and stolen processing is completed monthly to meet or exceed the established performance measures.
• Compiles production performance reporting and monitoring to track contract compliance and make early identification of problems with a strong customer focus.
• Establishes statistical performance reporting criteria, monitors standards, and enforces policies and procedures to ensure all personnel meet or exceed expected service and performance levels; high focus on employee retention.
• Conducts ongoing operational reviews of business functional units, focused on continual process improvement.
• Perform periodic unannounced audits on specific functions to evaluate controls.

Supervisory Responsibilities: May manage up to 4 direct reports.

Education: Minimum Bachelor's degree from four-year college or university, or equivalent experience

Required skills: 

• Advanced database software skills.
• Advanced Microsoft Excel skills including VLOOKUP, Index Match, Conditional formatting, Pivot Tables, Macros, and data simulations is required to process large quantities of data relevant to business tasks.
• Experience with statistical reporting for a project.
• Quality control experience.
• Analytical thinker, problem solving.
• Proven experience managing a team of up to 12 employees. Focused on creating an inclusive and collaborative work environment.
• Reporting experience, creating reports with Excel, SQL and additional reporting programs.
• Proven leadership skills.
• Strong verbal and written communication skills.

Desired Skills:

• Tolling industry experience.
• Finance and budgeting experience.