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Customer Service QA Specialist

TransCore

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White Marsh, MD
LOCATION

Job Description

As posted by the hiring company

Job Overview:

TransCore (TRN), a subsidiary of Roper Technologies, Inc. (NYSE: ROP) is seeking full-time Customer Service QA Specialists 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. The Quality Assurance Specialist has several responsibilities. They include but are not limited to:

  • 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 data base of all QA audits, calibrations, coaching conversations and scores.
  • Create reports using performance evaluation data to identify development needs for staff.

Required Skills: 

  • Great people skills and ability to communicate constructive feedback
  • Hands-on experience in quality assurance
  • Coaching experience
  • Prior call center experience (minimum of 2 years)
  • Individual is a team player but can act as an individual contributor
  • Strong interpersonal skills
  • High degree of initiative, mature judgement, and discretion

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

Required Experience:

  • Minimum of 2 years experience in delivery of customer service & support programs

Education:

  • High school diploma or GED required
  • Some college preferred