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 White Marsh, Maryland.
Job Summary: The Associate 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 but are not limited to the following:

Conduct daily, weekly, and monthly QA audits to measure the performance of the Customer Information Center Staff, including monitoring and evaluations.
Evaluating incoming calls for quality assurance and training purposes.
Evaluate outgoing customer communications for accuracy.
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.
Perform some department functional audits to ensure that policy and procedures are followed
Ability to work Anticipated Schedule: 8am - 4:30am M-F, Saturday as required.

Required Skills:

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
Individual is a team player but can act as an individual contributor
Strong interpersonal skills
High degree of initiative, mature judgement, and discretion

Required Education & Experience:

High school diploma or GED required; Some college a plus
Minimum of 6 months 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 English/Spanish communication skills a plus
Tolling experience a plus