Transdev

  • Quality Manager

    Job Locations US-MA-Boston
    Posted Date 2 months ago(5/24/2018 11:52 AM)
    Requisition ID
    2018-8227
    Position Category
    Customer Service/Call Center/Dispatch/Reservationist/Scheduler
    Internal Code
    #TNA
    Internal Reference
    405
    Internal Code 3
    Ind1
    Company/Division
    IntelliRide
  • Overview

    The Quality Manager is responsible for designing, maintaining, and operating a comprehensive Quality Assurance program for TRAC.  In particular, the Quality Manager aims to ensure that all TRAC agents provide the quality service in line with organizational objectives. The Quality Manager will report to the General Manager and will supervise QA Specialists and Complaint Resolution Specialists.

    Responsibilities

     

    • Working with the General Manager, Reservations Manager, Dispatch and Scheduling Manage, and Service Analysis & Planning Manager to design and develop a comprehensive QA program that evaluates, tracks, and reacts to the quality of service provided by TRAC’s employees (Dispatchers, Dispatch Assistants, Schedulers and Reservationists) 
    • Collaborating with General Manager, Reservations Manager, Dispatch and Scheduling Manage, and Training Manager to identify and resolve performance issues, or suggest areas for continuous improvement 
    • Championing and spearheading the implementation of service and performance quality improvement initiatives 
    • Developing and maintaining evaluation material (ex: audit forms) for all customer-facing roles in TRAC 
    • Overseeing the reconciliation of service data in ADEPT (or other designated Dispatch & Scheduling system) 
    • Working with operations staff to ensure correct data entry 
    • Monitoring communications between riders and reservationists, and riders and dispatch assistants, to ensure that operating procedures are being followed and all interactions meet service standards and goals 
    • Training and empowering a staff of QA Specialists whose role is to carry out the QA evaluations.  When needed, conducting call monitoring and performance evaluation of customer-facing employees 
    • Conducting monitoring and evaluation of QA Specialists in order to maintain train-the-trainer performance 
    • Ensuring proper handling of all complaints and responses, and coordinating development and implementation of methods to address issues raised by complaints 
    • Leading root cause analysis of QA evaluations and customer complaints, as well as including the output of this exercise to enhance the overall QA program 
    • Identification, and implementation of a robust QA monitoring / tracking software 

     

    Qualifications

    Education, Licensing, and Certifications Required:

    • High school diploma or equivalent, such as GED, required

    Experience:

    • At least three years in a QA role with increasing tenure and responsibility 
    • Preferred experience using industry-leading QA software and reporting programs 
    • Hands-on experience in reservations, scheduling or dispatch a plus 

     

    Skills and Knowledge Required:

    • Ability to collaboratively design sampling plans and schedules 
    • Ability to objectively observe and evaluate job performance 
    • Strong writing skills for preparing complaint responses and QA observation summaries
    • Thorough knowledge of ADA and MBTA requirements and standards 
    • Thorough knowledge of TRAC standard operating procedures 

     

     

    Pre-Employment Requirements:

    • Must submit to drug testing and a criminal background check

     

     

     

    For more information please visit our website at www.transdevna.com/careers
     
    The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

     

    Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants.  Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law. 
    EEO is the Law Poster: http://www1.eeoc.gov/employers/poster.cfm

     

    Drug free workplace

     

    If based in the United States, applicants must be eligible to work in US without restrictions for any employer

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