Quality Assurance Manager

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

Summary:

Under the direction of the Director, CSC Operations, the Manager, Quality Assurance will be responsible for the Quality Control and Quality Assurance functions of the AET Customer Service Center. This includes monitoring of the Customer Communication CSR’s as well as direct supervision the Quality Assurance Analysts, Documentation and Reporting Specialists.  The QC/QA Manager will be responsible for ensuring the overall quality of the Customer Service Center’s delivered services for both E-ZPass MA as well as PAY BY PLATE MA as well as ensuring that the Policy and Procedures Manual, Training and User Manuals are current and being utilized properly. The QC/QA Manager will work closely with all departments inclusive of the development team. The QC/QA Manager is also responsible for overseeing the Image Review operations, ensuring that quality standards, performance metrics, and operational procedures for this department are aligned with MassDOT and TransCore expectations.

Salary Range: $75 - 105k, based upon qualifications and experience. 

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

• The QC/QA Manager will be responsible for ensuring the overall quality of the AET Customer Service Center's delivered services, including documentation. This will be accomplished through training, data queries, documentation, system monitoring, auditing, use cases, regression testing, reporting and follow up evaluations.  The QC/QA Manager will work as a team member within the customer service center and software development teams regarding training, reporting, correcting identified issues to ensure continuous improvement of system and operational processes.
• Direct reports are QA Analysts, Documentation and Reporting Specialists, and MIR staff
• Monitor daily performance measurements and reports or SQL data queries to track and maintain contract compliance with all performance standards as outlined in Appendix O of the CSC AET Contract.
• Effectively collaborate with Senior Management, Project Managers, and the Development Team to ensure all system issues identified are prioritized, developed and fully tested in staging and production environments in a timely manner throughout the implementation process.
• Putting in place Quality Control measures to verify the quality of the day-to-day operations of the Service Center.
• Schedule checkpoint calls with the Director, CSC Operations, and software development team to ensure priority issues and enhancements are addressed and completed expeditiously.
• Through various methods, evaluate and report on the Quality Control measures and put into place a Quality Control and Assurance plan.
• Establish training materials and document procedures to ensure Quality Assurance methods are in place and followed.
• Examine positions, departments and workflow for system and process improvements.
• Ensure the User Manuals reflect detailed step by step procedures and are kept current.
• Ensure the Policy & Procedure Manual is clear, straightforward, and kept current for the basic functions of the AET Customer Service Center.
• Train the managers, supervisors, and team leaders in the use of the User Manuals, so they can mentor and train their staff.
• Refine production performance standards for individual CSR performance assessment.
• Perform periodic unannounced audits on specific functions and participate in both the annual PCI and SOC audits.
• Perform review of Change Orders, Change Requests, and Scope of Works during their development.
• Participate in and present MIR monthly statistics at the MassDOT monthly meetings.
• Participate in other projects as needed.
• Some travel may be required.
• Other duties as directed by the Director, CSC Operations. 

Required Skills:

• 3-5 years Senior Management level experience.
• Experience performing system testing and user acceptance processes.
• Have solid communication skills, both orally and in writing.
• Ability to demonstrate and analyze system functionality for operations
• Manage competing priorities and meet deadlines.
• Team player, self-starter, proactive, conscientious, results oriented

Education:  

• Bachelor’s degree required
• Master’s degree preferred
• Lean Six Sigma Certification preferred

Salary : $75 - $105