Quality Assurance Support Coach

3 weeks ago

Hyattsville, United States MTM Full time

At MTM Transit, it is never just a ride, it's personal. We understand that our passengers deserve personalized attention and exceptional care and to us, every trip is important. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to youWhat Will Your Job Look Like?The Quality Assurance Support Coach maintains, promotes and improves quality services in customer service levels and monitoring of all Operational Control Center (OCC) performance through call monitoring and evaluating. The position is responsible for the managing, documentation, tracking, monitoring and reporting all inbound and outbound activity in the OCC for WMATA (Washington Metropolitan Area Transit Authority).This position will be at the WMATA MTM location at 4100 Garden City Dr, 6th Floor Hyattsville, MD 20782.What you'll do:Work with the OCC Leadership to update established protocols and procedures to improve qualityConduct daily monitoring of OCC activity to review and evaluate Quality AssuranceDocument, score calls and provide recommendations for process improvementsTrack all agents that fail to adhere to WMATA's TAP policyReview CMS reporting to identify the amount of ACD callsMonitor RES & WMR phone skills by listening to historical recorded calls and scoring performanceMonitor and assess OCC performance by reviewing inbound and outbound call activity by using the NICE score cardMeet monthly percentage for historical calls for the Reservations and Dispatch departmentsObserve, document and evaluate operations, including dispatch, scheduling and customer serviceParticipate in OCC morning and afternoon pullouts (scheduled by WMATA)Manage weekly compliance report card dataAttend client meetings and public presentations, as neededInvestigate and report all suspicious phone activity to WMATANotify Management of all system outages in the NICE recording systemProvide departmental support for various functions as neededRecord results daily in the auditing spreadsheetProvide timely feedback to Supervisor on a continual basisRespond to WMATA as neededOther duties as assignedWhat you'll need: Experience, Education & Certifications:High school diploma or G.E.D. equivalent (College Degree preferred)A minimum of one (1) year of Customer Service experience1 year of experience working within MS OfficeSkills:Ability to work in a professional office environmentStrong attention to detailEven better if you have...College DegreeOne (1) year of MTM Customer Service experienceSalary Min: $22.25/hrSalary Max: $22.25/hrThis 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. #MTMTransit

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