Quality Assurance Manager

MV Transportation•Los Angeles, CA

About The Position

The Maintenance Quality Assurance Manager ensures passenger complaints are investigated and resolved in a timely manner, provides service information to interested parties, maintains familiarity with the Americans with Disabilities Act (ADA), and manages a database of customer compliments and complaints. The role provides positive, professional support to employees to strengthen professionalism and customer service, improve on-time performance, ensure safety, and exceed client expectations. The manager works regularly with client staff, oversees customer-service documentation, responds to passenger concerns, and identifies and escalates complaints requiring immediate attention. The role also supports reporting and correspondence for “no show,” “no pay,” and “high cancel” clients; tracks complaint and compliment trends; coaches and retrains staff; and may implement or revise standard operating procedures. Other duties may be assigned.

Requirements

High school diploma.
At least three years of experience in a customer-service environment.
Excellent speaking, writing, and organizational skills.
Ability to communicate effectively at all levels.
General knowledge of Windows-based computer operating systems.
Knowledge of the service area.
Ability to investigate customer complaints, determine validity, and respond promptly in accordance with Customer Service policy.

Nice To Haves

College degree preferred.

Responsibilities

Communicate regularly with client staff to ensure customer-service efforts meet client demands.
Oversee accurate documentation of customer information by customer service representatives in the customer service software.
Identify and expedite complaints requiring immediate attention and escalate situations to the client agency as needed.
Respond to individual customer and passenger concerns promptly and positively, including investigation and follow-up by phone, email, or mail.
Use the Trapeze system and other technology tools supporting customer service.
Manage appropriate reporting and correspondence for “no show,” “no pay,” and “high cancel” clients.
Maintain a complaint and compliment database or log to identify trends that may warrant additional training or management consideration.
Serve as an expert and manage the team’s ability to respond clearly, accurately, and respectfully to customer questions about policies, procedures, and the fare system.
Develop and implement internal customer-service campaigns and incentive programs.
When directed by the client, establish relationships with consumer agencies to facilitate communication, feedback, and proactive customer focus.
Coach, counsel, and retrain staff as required.
Attend monthly client AAC meetings.
Implement and revise standard operating procedures as needed.
Process customer complaints, including investigation, validity determination, and timely response under Customer Service policy.
Assist in determining the validity of liquidated damages through investigation.
Assist Risk Management with accident and incident investigations.
Ensure monthly reconciliations are completed accurately and on time.
Promote positive customer-service techniques and programs throughout the organization.
Make six new community contacts per year.
Conduct transit education classes or seminars six times per year.
Perform other duties as assigned.