Concord, NH

Title: Quality Assurance Technician 1

Location: Concord, NH

Summary: Responsible for maintaining and reporting on performance standards for quality of service provided by CTS. The CTS Quality Tech. will also be expected to help our training department to build training and refresher sessions that articulate the correct process,

Essential Duties and Responsibilities: Includes the following which may vary based on the scope of work for the specific Business Client. Other duties may be assigned.

  • Respond to and track and respond to complaints (use standard form and email communication with transportation providers)
  • Perform Quality Monitoring and reporting.
  • Generate Corrective Action Forms (C.A.N.form) as needed for CTS staff and transportation providers that performs below standard
  • Participate in cross training of job-specific responsibilities and provide backup work to help other members of QA Team.
  • Track and document volume of work performed, specific to the nature of work that is performed for each funding source.
  • Perform post appointment verification.
  • Assists with internal, and funding source requested audits
  • High level of Financial and Business Acumen, and understanding of business and financial process and procedures. Transactional auditing experience is preferred.

Non-Essential Duties and Responsibilities: include the following. Other duties may be assigned.

No non-essential duties and responsibilities have been assigned.

Supervisory Responsibilities

Responsible for own work and not normally required to direct or supervise other personnel but may occasionally instruct or show another employee how to perform the work.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Associate’s Degree and or Bachelor’s Degree Preferred. Candidates currently enrolled in a degree program are highly desired.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Communicate with Supervisor on a regular basis about the successful components of work being performed and (when applicable) areas that have the potential to improve the productivity and quality. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

The ability to understand more advance computer skills and be proficient in the intermediate knowledge of software such as Microsoft Word and Excel.

Scope of Responsibilities

Incumbent generally establishes own work plan and priorities, using and/or modifying established procedures, to assure timely completion of assigned work in conformance with established departmental policies and standards; problems lacking clear precedent are usually reviewed with supervisor prior to taking action.

Interpersonal Skills

Functions performed required the ability to communicate involved information with other employees or general public under conditions where basic understanding or sensitivity may be required to effectively promote and maintain relationships.

Certificates, Licenses, Registrations


Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus.

Note: Regularly – more than 2/3 of the time, Frequently – 1/3 to 2/3 of the time, Occasionally – less than 1/3 of the time

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Training- will be two weeks- Dates to be advised.

CTS offers a competitive, performance based, salary and fringe benefits program. CTS is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action.

Job Type: Full-time

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