About the Role
Title: Quality Assurance Specialist
Location: United States- Remote
Job Description:
Transdev is hiring a Quality Assurance Specialist. The Quality Assurance Specialist is responsible for collecting, researching, and documenting all compliments, grievances, and feedback from callers regarding transportation services. We are seeking customer service-oriented professionals who are dedicated to safety.
Transdev is proud to offer:
- Competitive starting pay of $18.50 an hour
Benefits include:
- Vacation: minimum of two (2) weeks
- Sick days: 5 days
- Holidays: 10 days; 8 standard and 2 floating
- Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.
Benefits may vary depending on location policy. The above represents the standard Corporate Policy.
Key Responsibilities:
- Investigate and research grievances/complaints within established standards and timeframes
- Document all grievances/complaints in an accurate and timely manner, prepares written responses, and develops action plans that address service issues
- Maintain appropriate and professional correspondence via phone, email, and letter with all parties
- Identify and documents risk management issues to management within the specified timeframe
- Perform quality assessments on customer service calls and document deficiencies
- Provide targeted feedback and coaching to Customer Service Reps
- Maintain knowledge of contract requirements
- Other duties as required
Qualifications:
- High School Diploma or GED required; some college preferred.
- Strong customer service, written and verbal communication skills
- Minimum 2 years customer service experience, preferably in a call center, required.
- Quality assurance and/or complaint management experience preferred
- Ability to meet firm deadlines and work independently.
- Computer literate with working knowledge of Word, Excel, and PowerPoint.
Physical Requirements:
- Must be able to work shifts or flexible work schedules as needed.
- The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.