Quality Assurance Manager

MV Transportation•Compton, CA

7d•$85,000 - $96,500

About The Position

MV Transportation is seeking a Maintenance Quality Assurance Manager to oversee customer service quality and ensure passenger complaints are investigated and resolved promptly. The role supplies service information to interested parties, maintains a database of customer compliments and complaints, and provides positive, professional support to employees to strengthen professionalism, customer service, on-time performance, safety, and client satisfaction. The manager must be thoroughly familiar with the Americans with Disabilities Act (ADA).

Requirements

High school diploma required; a college degree is preferred.
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.
Thorough familiarity with the Americans with Disabilities Act (ADA).
Expertise using the Trapeze system and other customer-service technology tools.

Nice To Haves

College degree.

Responsibilities

Communicate regularly with client staff to ensure customer service efforts meet client needs.
Oversee accurate customer-service-software documentation of information received from customers.
Identify and expedite complaints requiring immediate attention, escalating situations to the client agency as needed.
Respond positively and promptly to passenger concerns, including investigation and follow-up by phone, email, or mail.
Use the Trapeze system and other technology tools supporting customer service.
Manage 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 call for additional training or management consideration.
Guide the team in responding 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 key 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.
Perform other duties as assigned.
Process customer complaints, including investigation, validity determination, and timely response under Customer Service policy.
Assist in investigating the validity of liquidated damages.
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 six transit education classes or seminars per year.