What are the responsibilities and job description for the Associate QA Specialist position at TransCore?
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.