Specialist, Quality Assurance, Demand Response

Capital Metropolitan Transportation Authority•Austin, TX

2d•Onsite

About The Position

WHO WE'RE LOOKING FOR Are you passionate about quality, detail-driven analysis, and helping frontline teams deliver exceptional service, while making a real impact on the customer experience in public transit? The Specialist, Quality Assurance, Demand Response contributes to the high-quality experience strategic priority by independently reviewing and assessing the Demand Response internal staff members’ quality of service, including Control Center calls. This role monitors customer calls, dispatch interactions, customer contact reports (CCRs), email, and evaluates each Customer Service Representative’s (CSR) and dispatcher’s performance for technical accuracy, procedural compliance, and service-oriented delivery. The Specialist provides recommendations for improvement, supports training initiatives, and ensures compliance with response and resolution expectations.

Requirements

Bachelor’s Degree in Business Administration or related area. Related experience will substitute for education on a year-for-year basis for up to four (4) years.
Two (2) years’ call or contact center experience preferred, including two (2) years’ experience as a Quality Assurance auditor or analyst preferred, or similar role evaluating and reporting on contact center work product.
Excellent verbal, written, and interpersonal communication skills.
Outstanding customer service skills and dedication to exceptional care.
Self-motivated and proactive.
Exceptional listening and analytical skills.
Strong organizational and time management skills.
Ability to work effectively with individuals at all organizational levels.
Proficiency in Microsoft Office (Word, Excel, PowerPoint).
Ability to produce audience-ready documents and reports.
Adaptability to change and ability to set and adjust priorities.
Strong knowledge of call center processes and techniques.

Nice To Haves

Supervisory experience preferred.
Bilingual (English/Spanish) preferred.

Responsibilities

Independently monitor Control Center calls and dispatch interactions to ensure protocol adherence and service quality.
Contribute to the design of monitoring formats and quality standards.
Monitor CSR and dispatcher work product through live call monitoring and review of recordings.
Utilize quality monitoring data systems to compile and track performance metrics.
Coordinate and assist with facilitating service calibration sessions for control center and other Demand Response internal staff.
Provide constructive feedback to enhance service levels across internal Demand Response teams.
Document quality assurance findings and generate reports at department, team, and individual levels.
Recommend improvements to call monitoring and quality assurance processes.
Prepare and analyze internal and external quality reports.
Collaborate with training staff to develop focus areas and facilitate training sessions.
Support real-time adjustments to quality control based on call traffic monitoring.
Fulfill Public Information Requests (PIR) and produce required records as requested.
Serve customers in overflow capacity via phone, email, and in-person as needed.
Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported.
Perform other position related duties as required and/or assigned.