Quality Assurance Specialist

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

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.  

Disclaimer

The information provided in this job description has been designed to indicate the general nature and level of work performed by the incumbent(s) within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of the employee(s) assigned to this job. Management has the discretion to add or modify duties of the job and to designate other functions as essential at any time.