Associate QA Specialist

Trans Core (TRN), a subsidiary of ST Engineering, is seeking a full-time Associate QA Specialist to join our Customer Service team in Dover, Delaware.

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.

Include but are not limited to the following:

• 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.

• 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.

• Regular and predictable attendance is an essential function of this job.
• Perform additional duties assigned to support the overall objectives of the department.

• 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.

• High school diploma or GED required;
  Associate degree (A.A.) or equivalent from two-year college or technical school preferred.

• Training experience preferred.
• 1 - 2 years experience in quality control.