Quality Assurance Supervisor
MV Transportation

Job Info

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Job Description
The Customer Service QA Supervisor serves as the interface between the QA contractor, service delivery contractor, and MACS-OCC staff for the purpose of investigating and resolving customer complaints. Monitors both live and historical calls of reservations and WMR teams and reviews 2-way radio communication between operators and dispatchers to ensure agents and operators are performing to client and MV standards.

Essential Functions:

• Research and resolve complaints within established guidelines to ensure customer retention and satisfaction.
• Develop positive relationships with contractors and external/ internal customers by providing effective communication, timely feedback, and professional service.
• Identify trends in service delivery and passenger concerns in order for management to address opportunities for system and training improvements.
• Conduct live monitorings, and provide coaching for corrective action to staff.

Talent Requirements:

Education: High School Diploma or Equivalent

Experience: Previous customer service experience preferred. Demonstrated work experience investigating customer concerns and monitoring call quality within a call center environment desired.

Knowledge, Skills, & Abilities:

• Highly professional, customer-focused attitude
• Ability to communicate effectively both verbally and in writing at all levels
• Proven investigative and complaint resolution skills
• Demonstrated knowledge of service area
• Working knowledge of windows-based computer operating systems
• Excellent problem solving skills and the ability to handle multiple, competing work demands
• Command of the English language
• Strong organizational skills and attention to detail
• Ability to work independently and meet established deadlines
• Working knowledge of dispatch and reservations operations and MetroAccess service guidelines

During the course of employment, employees may receive and have access to confidential information. All employees are expected to respect and maintain the confidentiality of non-public customer and business records and any other information that MV classifies as confidential.

MV Transportation is committed to as policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.

This job has expired.