Quality Assurance Specialist

Transdev; Oregon (IL); Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Quality Assurance Specialist to join their remote team. This role focuses on ensuring high standards of customer service by collecting and documenting feedback, investigating complaints, and providing coaching to customer service representatives. You'll be part of a dynamic team that values safety and quality, contributing to a positive experience for all callers. With competitive pay and comprehensive benefits, this opportunity is perfect for those who thrive in a supportive environment and are passionate about service excellence.

Benefits

401(k) retirement plan

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Voluntary long-term disability

Vacation: minimum of two weeks

Sick days: 5 days

Holidays: 10 days

Qualifications

• Minimum 2 years customer service experience, preferably in a call center.
• Strong customer service and communication skills are essential.

Responsibilities

• Investigate and document grievances/complaints in a timely manner.
• Perform quality assessments on customer service calls and provide feedback.

Skills

Customer Service

Written Communication

Verbal Communication

Quality Assurance

Complaint Management

Education

High School Diploma or GED

Some College

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Quality Assurance Specialist – Remote

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 document 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.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status.

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.