Quality Coordinator

MTM Transit • Hyattsville, MD

8d • Onsite

About The Position

The Quality Coordinator manages complaints in accordance with Washington Metropolitan Area Transit Authority (WMATA) requirements and MTM Quality Management policies and procedures. The role is located at 4100 Garden City Dr, Hyattsville, MD 20785, and pays $22.00 per hour.

Requirements

• High school diploma or G.E.D. equivalent.
• At least 1 year of customer service experience.
• Typing speed of 30 words per minute.

Nice To Haves

• Knowledge of and ability to learn Microsoft Outlook, Word, Excel, and Trapeze.
• Excellent communication skills, particularly grammar and spelling.
• Ability to tactfully ask questions and obtain information.
• Demonstrated ability to handle multiple priorities.
• Excellent organizational and interpersonal skills.
• Superior problem-solving skills.
• Ability to maintain a high level of confidentiality.

Responsibilities

• Document, review, investigate, and follow up on all MetroAccess complaints.
• Enter complaints submitted by phone, fax, mail, email, or voicemail into applicable data tracking systems.
• Immediately follow up on responses that are not submitted within the specified timeframe and enforce disciplinary measures as needed.
• Triage issues, complaints, and unusual trip circumstances, and determine the appropriate action.
• Document all education and actions taken in response to complaints.
• Notify complainants of resolutions and their appeal rights as necessary.
• Report uncorrected or recurring service deficiencies to MTM leadership.

Benefits

• Health and life insurance plans.
• Dental and vision plans.
• 401(k) with company match.
• Flexible scheduling.
• Paid time off and holiday pay.
• Maternity/paternity leave.
• Casual dress environment.
• Tuition reimbursement.
• MTM Perks Discount Program.
• Leadership mentoring opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED