• Director, Customer Service & Quality Assurance

    Job Locations US-WA-Kent
    Posted Date 2 weeks ago(7/2/2018 4:50 PM)
    Requisition ID
    Position Category
    Customer Service/Call Center/Dispatch/Reservationist/Scheduler
    Internal Code
    Internal Reference
    Internal Code 3
    Transdev Services
  • Overview

    The Director of Customer Service & Quality Assurance will lead efforts to build awareness of the paratransit service in the King County area, develop programs, and resources to better educate the community on the paratransit service, and be responsible for maintaining, and operating a comprehensive Quality Assurance program for the control center.




    • Increase community wide awareness concerning the paratransit service.
    • Design and develop a comprehensive QA program that evaluates, tracks, and reacts to the quality of service provided by control center employees (Dispatchers, Dispatch Assistants, Schedulers and Reservationists).
    • Identify and resolve performance issues, or suggest areas for continuous improvement.
    • 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.
    • To develop partnerships with transit advocacy groups, urban planning groups, school groups, community groups, and employers to support the continued growth of service usage.


    Education, Licensing, and Certifications:

    • BA degree with a concentration in Communications or related field. 


    • 3 years of Control Center management experience
    • Experience with Trapeze software 

    Skills and Knowledge Required:

    • Superior oral and written communication skills.
    • Proactive style, self-starter who takes effective action to generate results.
    • Superior organizational skills.
    • Ability to interact effectively with management, staff, riders, business leaders, and others outside the organization.
    • Ability to work independently and maintain confidentiality.

    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:


    Drug free workplace


    If based in the United States, applicants must be eligible to work in US without restrictions for any employer at any time; be able to pass a drug screen and background check


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