Quality Assurance Specialist

Quality Assurance Specialist 

Interested candidates must apply to the Quality Assurance Specialist posting by visiting careers.paturnpike.com by November 27, 2024. 

Posting Start Date: November 14, 2024 

Posting End Date: November 27, 2024 

Position Number: 80003766 

Union: Non-Union 

FLSA Status: Salaried Non Exempt 

Department: Toll Collection Operations 

Salary Grade: N-14 

Salary Range: $63,294.40 - $94,931.20 

Employment Type: Full Time 

Building Location: Central Office Building 

Building Street: 700 S. Eisenhower Boulevard 

Building City: Middletown 

Building State: Pennsylvania (US-PA) 

Building Zip Code: 17057 

The Pennsylvania Turnpike Commission, opened on October 1, 1940, is known as “America’s First Superhighway”!  Our mission is to operate a safe, reliable, customer-valued toll road system that supports national mobility and commerce.  The PTC operates a 565-mile system with over 205 million transactions annually.  Together, we are building the highway of the future. 

The Commission values its team members and understands the importance of work/life balance to the health, well-being and productivity of its team. Therefore, this position may be eligible for Flexible Work Options* such as: 

Hybrid Work - combination of remote and in-person reporting 

Alternate Work Schedule - flexibility to adjust work schedule length to complete work week in fewer days 

*Some options may require completion of probationary period.  

The Commission requires all employees to establish PA residency within 6 months of hire and to maintain PA residency, regardless of Flexible Work Options.  

Applicants must be currently authorized to work in the United States on a full-time basis.  The Commission will not sponsor applicants for work visas. 

Job Purpose and Summary 

This position is responsible for unifying the customer experience for the Pennsylvania Turnpike Commission (PTC) customer contact centers, including but not limited to, the Customer Assistance Center (CAC), and the E-ZPass Customer Service Center/Violation Processing Center (CSC/VPC). Incumbent will primarily work to provide general support to the CAC, with some responsibilities in other customer service areas. Work is generally performed with independence and reviewed by a manager for direction, overall performance, and quality/effectiveness of services provided. This position functions as a lead worker over lower-level employees within the CAC. 

Essential Functions & Responsibilities 

Leads the day-to-day performance of staff including supervision, delegation of work assignments and review of services provided.   

Addresses more complex customer concerns and issues that are escalated from lower-level representatives. Communicates with other departments to address customer service issues and provide customer feedback. 

Designs, implements, and manages a comprehensive training program comprised of materials, manuals, and guides for the customer contact centers. Maintains and updates the CAC Representative resource guide/training manual and ensures all call center processes are documented and available for reference. 

Identifies areas of improvement with call handling and provides targeted coaching and constructive feedback as necessary. 

Assists in the development of quality assurance review forms which determine operational measurements and standards (i.e.: Key Performance Indicators (KPI), Service Level Agreements (SLA), etc.) to monitor and assess performance levels of call centers. Updates quality standards and benchmarks for customer interactions on a regular basis. 

Conducts and analyzes quality assurance reviews by monitoring, scoring, and tracking customer calls at various call centers. Tracks customer inquiries, complaints, and interactions.  

Gathers data from various sources, including call metrics, customer feedback, performance reports, and uses statistical tools and software to analyze, identify patterns, and prepare reports for management review and validation. 

Administers the Over-Dimensional Permit program. Issues permits; resolves account issues related to permit payments; interprets and explains the rules, regulations, and restrictions; and liaisons with the Pennsylvania State Police (PSP) and other PTC departments.  

Performs quality assurance of the Over-Dimensional Permit program reviewing and monitoring video of travel movements to verify compliance with Travel Restriction Rules and regulations. Prepares reports to identify trends and provides to management for review and validation. 

Conducts thorough research to stay current with industry trends and best practices, keeping up to date with the latest developments in AI solutions to improve operations and to ensure the call center remains at the forefront of modern customer service. Identifies innovative opportunities and recommends alternative ways to enhance the customer experience. 

Remains accessible for urgent issues or emergencies that arise outside of normal working hours and serves as a substitute when needed for 24/7 on call response providing information during real time events, incident management, and property damage investigations. 

Monitors, analyzes. and updates business rules, processes, and procedures to ensure standardization as they relate to customer service practices. 
Creates and distributes customer surveys to collect and analyze data regarding customer communications. 

Conducts onboarding for new employees to ensure that they have the necessary credentials, tools, software programs, orientation, and training required to begin their new job effectively. 

Assists with departmental projects, and attends, participates, organizes, and represents the PTC at various internal and external events, seminars, trainings, trade shows, meetings, and other community/industry related events. 

Uses situational awareness to anticipate and prevent accidents. 

Performs related duties as assigned. 

Qualifications 

Eight (8) years of experience in business administration, call center response, or communications;  
OR 
Four (4) years of experience in business administration, call center response, or communications, AND a bachelor’s degree in public relations, communications, business administration, or related degree.  
Equivalent combination of education and/or experience may be accepted.  

Possession of a valid driver’s license. Must obtain and maintain a valid Pennsylvania driver’s license within six (6) months of employment. 

Competencies 

Active Listening 

Analytical Thinking 

Attention to Detail 

Business Acumen 

Communication Proficiency 

Conflict Management 

Customer Service 

Decision Making and Independent Judgment 

Problem Solving/Analysis 

Teamwork Orientation 

Physical Demands and Work Environment 

Position demands include frequent speaking, writing, and reading reports. Position requires frequent work at a computer utilizing business programs and PTC specific operating systems. Position requires frequent travel. Occasionally works outside of normal business hours for assigned work assignments. 

Office environment with low levels of noise, adequate lighting, and comfortable temperature. Field environment may include exposure to moderately adverse and undesirable conditions. Physical environment is generally safe, but safety equipment or precautions must be followed in field conditions.   

Benefits 

The selected candidate will be offered an exceptional benefits package which includes comprehensive medical, dental, vision and prescription coverage, along with a benefit plan for retirement.  In addition, leave programs, tuition reimbursement, employee assistance program, and alternative work schedules are available to employees.   

The Pennsylvania Turnpike Commission is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. If you need assistance or an accommodation due to a disability, you may contact the Human Resources Department by calling 717-831-7378.