DEPT OF TRANSPORTATION

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CUSTOMER SERVICE REPRESENTATIVE 4 - QA ASSISTANCE

** Open to current ADOT Employees ONLY **

Job Location:

Address: 4005 N. 51st Avenue
Phoenix, AZ 85037

Posting Details:

Salary: $40,207.02 

Grade: 17

Job Summary:

As a subject matter expert will perform senior level quality assurance and ensure MVD Field Offices and Authorized Third Party (ATP) provider transactions are compliant for approval or correction; identify suspicious or fraudulent source documents and prepare incident reports, assist during investigations; monitor providers and manage the most complex customer service complaints, inquiries and issues, training and/or certifications in specialized areas of expertise; identify high risk situations or processors; and evaluate and recommend changes to work processes and procedures, establish standard of work; provide reports relative to company and processor measurements; maintain detailed activity measurements to Unit process improvement initiatives. Review and analyze policy, procedures, training materials and statute for inconsistencies, outdated procedures/processes providing solutions and/or recommendations. Accumulate statistics on work activities incorporating into management reports. Train field or ATP employees needing additional training; assisting management with work activities, scheduling, or other issues that may arise. Participate in legislative and special project implementation; test automated system applications. Required to drive a state vehicle.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties:

• Perform senior level quality assurance and ensures transactions are in compliance; identify suspicious or fraudulent source documents and prepare incident reports, assist during investigations.
• As subject matter expert monitors providers and manage the most complex customer service complaints, inquiries and issues and provide resolution; identify high risk situations or processors and alert.
• Evaluate and recommend changes to work processes and procedures, establish standard of work. Provide processor measurement reports. Maintain detailed activity measurements to analyze the Unit process improvement initiatives.
• Review and analyze policy, procedures, training materials and statute for inconsistencies, outdated procedures/processes providing solutions and/or recommendations. Accumulate statistics incorporating into management reports.
• Trains field or ATP employees identified as needing additional training; and assist management with work activities, scheduling, or other issues that may arise.
• Participate in legislative implementation and special project implementation. Test automated system applications.
• Other duties as assigned as related to the position.

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
* Extensive knowledge of applicable program rules, regulation, policies and procedures, systems, and relevant statutes.
* Of principles and processes for providing customer and personal services.
* Of customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
* Of the structure and content of the English language, the meaning and spelling of words, rules of composition, and grammar.
* Of administrative and clerical procedures and systems such as word processing, managing files and records, transcription, designing forms, and other office procedures and terminology, Google Workspace.
* Of incident reporting procedures to OIG.

Skill in:
* Skilled in actively looking for ways to help people.
* Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
* Verbal and written communication