What will your job look like?
The Supervisor, Quality Coordinators is responsible for managing both the Quality Coordinator team and complaints for designated clients, in accordance with client requirements and MTM Policies and Procedures for Quality Management. This position resides in office Monday-Friday.
Location: 4100 Garden City Drive 6th Floor Hyattsville, MD 20782
What you’ll do:
- Provide daily guidance to direct reports
- Assign complaints for investigation and resolution
- Document, review, investigate, and provide follow up for complaints and complaint issues reported for assigned complaints
- Oversee escalation of customer issues from Metro Access, Office of Customer Service or Operations Control Center
- Ensure timely follow up contact to appropriate parties per their request in regard to complaint resolution
- Secure relationships with service providers to obtain timely responses from pertinent parties
- Evaluate complaint investigation audit and give affirmative and corrective action as necessary
- Determine changes needed and implement them accordingly
- Monitor team performance in relation to resolution time frame, quality and teamwork
- Perform second review for complaints designated to be invalid or have insufficient information
- Assist with customer escalations and inquiries
- Create QA reports related to complaints and overall departmental productivity
- Compile daily complaint reports to track productivity and workload distribution
- Track service provider compliance in regard to timely resolution
- Report all uncorrected or recurring service deficiencies to location Leadership
- Track and trend complaint issues by type and provide recommended corrective action based on identified areas of concern
- Training of direct reports
- Possess a superior knowledge of all MetroAccess protocols
- Provide monthly/year-to-date data for complaint summary reflected on monthly quality reports
- Assist location leadership with complaint issues
- Coordinate with the Operations team for follow up evaluations as necessitated by complaints in regard to safety
- Update internal management team on non-compliance issues and advise of incident/accident issues
- Enter complaints submitted via phone, fax, mail, email or voice mail, as assigned
- Update client statistics as needed
- Job share with direct reports to ensure adequate coverage
- Attend client meetings, workshops, and campaigns related to the service as requested
- Other duties as assigned
What you’ll need:
Experience, Education & Certifications:
- High school diploma or G.E.D. equivalent
- College degree in a related field, preferred
- 2 + years of relevant Customer Service or compliant investigation experience
- Previous customer service experience
- Previous Quality Management experience
- Typing skills 30 wpm
Skills:
- Excellent written communication skills, with an emphasis on grammar and spelling
- Proficiency with Microsoft applications, including Word, Excel, Access and Trapeze
- Ability to tactfully question and obtain information
- Excellent organizational and interpersonal skills
- Demonstrated ability to manage multiple priorities
- Superior problem-solving skills
- Extensive knowledge of MetroAccess protocol
- Outstanding communication skills
- Ability to maintain high level of confidentiality
- Regular attendance is required
Even better if you have...
- Working knowledge of WMATA quality standards and procedures preferred
What’s in it for you:
- Health and Life Insurance Plans
- Dental and Vision Plans
- 401(k) with a company match
- Paid Time Off and Holiday Pay
- Maternity/Paternity Leave
- Casual Dress Environment
- Tuition Reimbursement
- MTM Perks Discount Program
- Leadership Mentoring Opportunities
Salary Min: $67,120 /annually
Salary Max: $69,000 /annually
This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process.
Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact MTM’s People & Culture.
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