Quality Assurance Investigator

Davidson Transit Organi•Nashville, TN

7h•$26 - $31

About The Position

The purpose of this position, with limited supervision, is to thoroughly investigate complaints and allegations of maltreatment by WeGo staff or vendors hired to perform services on behalf of WeGo. Using trends, they will also be responsible for collaborating with various departments to develop processes and training to improve the quality of service we provide to WeGo customers. The incumbent will also perform various service quality checks The primary job functions are intended to describe those functions that are essential to the performance of this job, with or without reasonable accommodation. Position works in an environment where there is some exposure to dust, noise, and temperature. May be moderately exposed to unpleasant working conditions to include, including dust, noise, temperature, weather, petroleum products, and chemicals. While at the WeGo operating facilities, the incumbent should observe all policies and procedures, safety precautions and regulations, using all protective clothing and devices provided. Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. This employee may perform other duties as assigned.

Requirements

Highly effective communications skills
Ability to investigate and problem solve with customers directly without involving leadership
Moderate knowledge of the Microsoft office suite
Read schedules, maps, route guides, and detour sheets and interpret information
Understand and carry out detailed written or verbal instructions
Speak clearly and distinctly
Work with little to no supervision
Perform repetitive work
Ability to work any schedule; evenings, weekends, and overtime as needed
Maintain effective working relationships with all levels of staff
Completion of high school or possession of a GED certificate
Experience in work involving contact with the public
Must acquire knowledge of WeGo Public Transit services
Written and verbal communication skills sufficient to explain and compose clear, concise, error-free, and understandable narratives and presentations that communicate complicated issues.

Responsibilities

Investigate thoroughly complaints and allegations of misconduct
Obtain, review, and analyze documents and other evidence including audio and video recordings
Participate in interviews of witnesses, third parties, and the subject of an investigation, with interviewees' direct supervisor as needed
Prepare detailed reports summarizing investigative findings
Contact customers that request contact regarding the resolution of filed customer comment
Collaborate with the data analytics team to complete monthly trend analysis
Collaborate with departments to create Standard Operating Procedures for staff to input complaints received by customers
Collaborate with the Training department to create recommendations based on validated complaints and trends
Assist in assessing and solving problems associated with functional and operational issues of the agency
Perform service quality checks for services provided to those serviced by WeGo Public transit, including but not limited to no-show validation, 3rd party performance of Access, WeGo Star, and WeGo Regional bus services
Perform call quality checks to any customer service-related call taker such as our Customer Care, Access Scheduling, and Dispatch.
Response to customer inquiries received via email
Other duties as assigned