Computer Aid, Inc.

  • Outreach/Quality Assurance Specialist

    Location US-FL-Boca Raton
    Employment Type
  • Position Description/Responsibilities (CCC/Vendor)

    Position: Outreach/Quality Assurance Specialist


    The Outreach/Quality Assurance Specialist is responsible for providing customer service support at SunPass outreach events throughout the State as well as assisting in the monitoring and evaluating the performance quality of the SunPass Program. 



    • Assists SunPass customers and potential customers at outreach events located throughout the State with inquiries regarding the SunPass Program.
    • Opens new SunPass accounts, completes activation of new transponders, account maintenance and customer inquiries.
    • Combines product knowledge, good work ethic, effective time management and customer service skills to meet performance standards that positively reflect the SunPass image.
    • Provides efficient and effective face to face service to customers and potential customers on a variety of inquiries and customer needs.  Strong focus on a high level of customer service.
    • Understands customer needs, determines the appropriate course of action to meet those needs and completes or initiates the transaction.  Exercises independent thinking in meeting customer expectations.
    • Demonstrates a commitment to learning quickly and effectively applying knowledge.  
    • Prepares outreach activity reports and provides feedback to assist with program improvements.
    • Conducts quality assurance monitoring and documents results.
    • Provides quality coaching feedback emphasizing continuous improvement to assure key performance indicators are met.
    • Performs other duties or special projects as required.

    Position Requirements/Technical Skills (CCC/Vendor)

     Knowledge, Skills, and Abilities:


    • Strong face to face or phone customer service experience required.
    • Knowledge of the SunPass Program preferred.
    • Ability to communicate effectively, verbally, and in writing.
    • Strong knowledge of principles and processes for providing customer service.
    • Ability to maintain composure in a fast paced environment.
    • Ability to use internet applications and Microsoft Office Products.
    • Ability to research and analyze information.
    • Strong time management skills.


    Special Notes:

    • Flexible work schedule including weekends.
    • State wide travel required.
    • Travel may include overnight stays.


    Company Overview (CCC Only)

    Computer Aid, Inc.

    CAI is a global IT services firm that is currently managing active engagements with over 100 Fortune 1000 companies and government agencies around the world.  CAI offerings include balanced outsourcing solutions, Legacy Support, Application Development, Application Knowledge Capture, Service Desk/Desktop Services, and Managed Staffing Services.  Our unique methodologies and tools enable us to provide our clients with real techniques for increasing productivity, profitability and competitiveness. 


    Headquartered in Allentown, PA, with offices and staff throughout the US, Canada, Europe and the Asia Pacific region, CAI offers a variety of delivery options including on-site, off-site and blended solutions.  Our delivery model allows us to successfully leverage our global staff of over 3,500 technical and managerial professionals. 


    CAI is an Equal Opportunity/Affirmative Action employer. Minorities, women, veterans and individuals with disabilities will receive consideration and are encouraged to apply.

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