Qa Specialist

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time QA Specialist to join our team in White Marsh, Maryland.
Job Summary: The QA Specialist will support the successful execution and delivery of the MDTA customer service program. The position will support the Customer Information Center in meeting or exceeding service level standards and verify that the staff are working in accordance with business rules and standard operating procedures.
Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Conduct daily, weekly and monthly QA audits to measure the performance of the Customer Information Center staff, including monitoring and evaluations.
• Maintain current knowledge and documentation of policies and procedures, scripting, services offered and general business practices.
• Assist with the maintenance and ongoing development of training materials, including but not limited to guides, training aids, training modules, standard operating procedures, etc., to support continuous improvement and ensure a consistent quality of services.
• Support customer service supervisors by providing coaching, best practices, and feedback.
• Maintain database of all QA audits, calibrations, coaching conversations, and scores.
• Create reports using performance evaluation data to identify development needs for staff.
• Perform department functional audits to ensure that policy and procedures are followed.
• Assist with regression testing to support software releases.
• Ability to work Anticipated Schedule: 8am - 4:30am M-F, Saturday as required.

Required Skills & Experience:

• Great people skills and ability to communicate constructive feedback.
• Hands-on experience in quality assurance
• Coaching experience
• Prior quality assurance experience in a customer service environment
• Auditing experience including evaluating Customer Service Representatives' performance.
• Individual is a team player but can act as an individual contributor.
• Strong interpersonal skills
• High degree of initiative, mature judgement, and discretion
• Minimum of 5 years of experience in delivery of customer service & support programs

Desired Skills:

• Moderate level of analytical and research skills.
• Prior Customer Service experience.
• Knowledge of MS Office Software.
• Effective verbal and written communication skills.
• Forward-thinking organizational skills.
• Conscientious and detailed oriented.
• Strong problem-solving and investigative skills
• Ability to multi-task in a fast-paced environment.
• Bilingual in Spanish preferred
• Tolling experience a plus

Education:

• High school diploma or GED required.
• Some college preferred.

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)