Quality Assurance Manager

TransCore, a subsidiary of ST Engineering, is seeking a full-time Quality Assurance Manager to join our team in Auburn, Massachusetts.

Summary: Under the direction of the Director, CSC Operations, the Quality Assurance Manager will be responsible for the Quality Control and Quality Assurance functions of the AET Customer Service Center; monitoring of the Customer Communication CSR’s and direct supervision the Quality Assurance Analysts, Documentation & Reporting Specialists, and Office Services. The QC/QA Manager will be responsible for ensuring the overall quality of the Customer Service Center’s delivered services for both E-ZPass MA and PAY BY PLATE MA as well as ensuring that the Policy & Procedures Manual and Training & User Manuals are current and properly utilized. The QC/QA Manager will work closely with all departments inclusive of the development team.

Essential Duties and Responsibilities:

• The QC/QA Manager will be responsible for ensuring the overall quality of the AET Customer Service Center's delivered services, including documentation. This will be accomplished through training, data queries, documentation, system monitoring, auditing, use cases, regression testing, reporting and follow up evaluations. The QC/QA Manager will work as a team member within the customer service center and software development teams regarding training, reporting, correcting identified issues to ensure continuous improvement of system and operational processes.
• Direct reports are QA Analysts, Documentation and Reporting Specialists, and Office Services staff
• Monitor daily performance measurements and reports or SQL data queries to track and maintain contract compliance with all performance standards as outlined in Appendix O of the CSC AET Contract.
• Effectively collaborate with Senior Management, Project Managers, and the Development Team to ensure all system issues identified are prioritized, developed and fully tested in staging and production environments in a timely manner throughout the implementation process.
• Putting in place Quality Control measures to verify the quality of the day-to-day operations of the Service Center.
• Schedule daily calls with the Director, CSC Operations, and software development team to ensure priority issues and enhancements are addressed and completed expeditiously.
• Through various methods, evaluate and report on the Quality Control measures and put into place a Quality Control and Assurance plan.
• Establish training materials and document procedures to ensure Quality Assurance methods are in place and followed.
• Examine positions, departments and workflow for system and process improvements.
• Ensure the User Manuals reflect detailed step by step procedures and are kept current.
• Ensure the Policy & Procedure Manual is clear, straightforward, and kept current for the basic functions of the AET Customer Service Center.
• Train the managers, supervisors, and team leaders in the use of the User Manuals, so they can mentor and train their staff.
• Refine production performance standards for individual CSR performance assessment.
• Perform periodic unannounced audits on specific functions and participate in both the annual PCI and SOC audits.
• Perform review of Change Orders, Change Requests, and Scope of Works during their development.
• Other duties as directed by the Director, CSC Operations.

Required Skills:

• A minimum of five years Senior Management level experience.
• Experience performing system testing and user acceptance processes.
• Have solid communication skills, both orally and in writing.
• Ability to demonstrate and analyze system functionality for operations
• Manage competing priorities and meet deadlines.
• Team player, self-starter, proactive, conscientious, results oriented

Education:

• Bachelor’s degree required
• Master’s degree preferred
• Lean Six Sigma Certification preferred

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)