In-Office Quality Coordinator

MTM•Hyattsville, MD

21d•$21 - $22•Onsite

About The Position

What Will Your Job Look Like? The Quality Coordinator is responsible for managing complaints in accordance with WMATA (Washington Metropolitan Area Transit Authority) requirements and MTM Quality Management policies and procedures. Location: 4100 Garden City Drive Hyattsville, MD 20782

Requirements

High school diploma or G.E.D. equivalent
Minimum 1+ years customer service experience
Typing skills of 30 wpm
Knowledge and ability to learn Microsoft Outlook, Word, Excel and Trapeze
Excellent communication skills, with an emphasis on grammar and spelling
Ability to tactfully question and obtain information
Demonstrated ability to handle multiple priorities
Excellent organizational and interpersonal skills
Superior problem solving skills
Ability to maintain high level of confidentiality

Nice To Haves

College degree preferred

Responsibilities

Document, review, investigate, and follow up on all MetroAccess complaints
Enter complaints submitted via phone, fax, mail, email, or voice mail in applicable data tracking systems
Follow up immediately on responses that are not submitted within the specified timeframe and enforce disciplinary measures as needed
Triage issues, complaints, unusual trip circumstances, and determine appropriate action
Document all educations and actions taken in response to complaints
Notify Complainant of resolution and their appeal rights as necessary
Report all uncorrected or reoccurring service deficiencies to MTM Leadership