Quality Assurance Support Coach

MTM•Hyattsville, MD

15d•$25 - $25•Onsite

About The Position

The QA Support Coach maintains, promotes and improves quality services in customer service levels and monitoring of all Operational Control Center (OCC) performance through call monitoring and evaluating. The position is responsible for the managing, documentation, tracking, monitoring and reporting all inbound and outbound activity in the OCC for WMATA (Washington Metropolitan Area Transit Authority). Location: 4100 Garden City Drive Hyattsville, MD 20782

Requirements

High school diploma or G.E.D. equivalent
A minimum of one (1) year of Customer Service experience
Ability to work in a professional office environment
Strong attention to detail

Nice To Haves

College degree preferred
1 year MTM Customer Service experience preferred

Responsibilities

Work with the OCC Leadership to update established protocols and procedures to improve quality
Conduct daily monitoring of OCC activity to review and evaluate Quality Assurance
Document, score calls and provide recommendations for process improvements
Track all agents that fail to adhere to WMATA’s TAP policy
Review CMS reporting to identify the amount of ACD calls
Monitor RES & WMR phone skills by listening to historical recorded calls and scoring performance
Monitor and assess OCC performance by reviewing inbound and outbound call activity by using the NICE score card
Meet monthly percentage for historical calls for the Reservations and Dispatch departments
Observe, document and evaluate operations, including dispatch, scheduling and customer service
Participate in OCC morning and afternoon pullouts (scheduled by WMATA)
Manage weekly compliance report card data
Attend client meetings and public presentations, as needed
Investigate and report all suspicious phone activity to WMATA
Notify Management of all system outages in the NICE recording system
Provide departmental support for various functions as needed
Record results daily in the auditing spreadsheet
Provide timely feedback to Supervisor on a continual basis
Respond to WMATA as needed
Other duties as assigned