TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time QA Specialist to join our team in Auburn, Massachusetts.
Job Summary: Under the direction of the Quality Control/Quality Assurance Manager, the Quality Assurance Specialist is responsible for generating weekly and monthly audit reports and periodically auditing data entry, image review, automatic collections, and phone calls across all departments. The Quality Assurance Specialist will analyze and report results to management, providing recommendations for procedural and documentation improvements as needed. Additionally, the Quality Assurance Specialist oversees the reconciliation process of incoming and outgoing files with third-party/external partners and assists with testing tickets and regression testing. This role requires close collaboration with all departments.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Complete all required training for this position successfully.
Maintain Microsoft Access databases for bankruptcy and surety bonds.
Process cancellation notices by locating accounts, verifying bond numbers, and sending certified letters
and documentation in both Integrity and MS Calendar.
Process all incoming surety documents via mail, email, or fax.
Document and process correspondence related to bond activity in coordination with insurance companies.
Follow up on all surety claims until resolved.
Deactivate accounts that are not in compliance with bond parameters.
Send certified reminder letters to customers not in compliance, instructing them to increase their bond amount(s) or make a payment.
Send renewal letters to customers with bonds due for renewal within the current month.
Ensure accurate and timely production of invoices for MassDOT customers.
Audit work performed by system users to ensure accuracy and completeness; research, resolve, and document discrepancies, and report findings to management/supervisory staff.
Monitor phone calls to ensure quality standards are met, and report results to management/supervisory staff.
Conduct QA audits on images reviewed for Pay by Plate invoicing and v-toll processes.
Conduct QA audits on Automatic Collections eligibility and matching.
Generate and analyze audit and exception reports independently and with designated staff; research
and resolve discrepancies and report results to management/supervisory staff.
Work with Training Specialists to identify areas for training improvement.
Identify opportunities to streamline processes for greater efficiency, effectiveness, and accuracy, and collaborate with management and supervisors to implement changes.
Collaborate with management, supervisory staff, and Training Specialists to update manuals as business rules, policies, and procedures change; assist in updating departmental performance standards for assessing staff productivity.
Assist management/supervisors in establishing internal controls to improve departmental accuracy.
Stay current on all tasks being audited to serve as a resident expert on business rules, policies, and procedures related to EZDriveMA. Compile and distribute daily, weekly, and monthly exception reports.
Participate in regression testing as needed after system patches or updates.
Monitor and report on specific metrics and system reports as assigned, including waterfall comparisons. Participate in annual audits conducted by independent auditing firms on all CSC activities and controls.
Review Change Orders, Change Requests, and Scopes of Work to evaluate operational impacts.
Support the team by assisting other departments to ensure daily completion of tasks and adherence to metrics.
Actively support other back-office projects as needed, including formal testing, regression testing, documentation, and presentations.
Maintain expert knowledge of system functions and new developments.
Maintain professionalism in all interactions with customers, non-customers, and staff members.
Perform any other duties as directed by TransCore management.
Desired Skills:
Minimum of two years of experience with EZDriveMA business rules, policies, and procedures, ideally across different departments.
Advanced proficiency in Microsoft Excel, Access, and Word. Strong communication skills, both verbal and written.
Strong problem-solving and investigative skills. Strong analytical skills.
Ability and willingness to question and improve current procedures and processes.
Commitment to staying current on business rule, policy, and procedural changes throughout the CSC.
Prior quality assurance experience in a customer service environment.
Team player with a proactive, self-starting attitude; conscientious and results-oriented.
Tolling experience is a plus.
Education:
High school diploma or GED required.
Some college preferred.
Preferred Certificates, Licenses, Registrations:
American Society of Quality - Certified Quality Technician
American Society of Quality - Certified Quality Auditor
