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 enhance customer service in transportation. This remote role involves investigating complaints, documenting feedback, and providing coaching to customer service representatives. The ideal candidate will possess strong communication skills and a commitment to quality assurance. Join a forward-thinking organization that values safety and reliability in its services and be part of a team that empowers freedom of movement across communities. If you are passionate about customer service and quality, this opportunity is perfect for you.

Benefits

Competitive starting pay

Vacation: minimum of two weeks

Sick days: 5 days

Holidays: 10 days

401(k) retirement plan

Medical, dental and vision insurance

Life insurance

Short-term disability

Voluntary long-term disability

Qualifications

• Minimum 2 years of customer service experience, preferably in a call center.
• Strong communication skills and ability to work independently.

Responsibilities

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

Skills

Customer Service

Written Communication

Verbal Communication

Quality Assurance

Complaint Management

Independence

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.

About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thanks to safe, reliable, and innovative solutions that serve the common good.

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.