Quality Assurance Coach

2 weeks ago


Hyattsville, Maryland, United States MTM Full time
Quality Assurance Support Coach

At MTM Transit, we're committed to delivering exceptional customer service and ensuring the highest quality of service to our passengers. As a Quality Assurance Support Coach, you'll play a critical role in maintaining and improving our quality services.

Key Responsibilities:
  • Work with the OCC Leadership to update established protocols and procedures to improve quality
  • Conduct daily monitoring of OCC activity to review and evaluate Quality Assurance
  • Document, score calls and provide recommendations for process improvements
  • Track all agents that fail to adhere to WMATA's TAP policy
  • Review CMS reporting to identify the amount of ACD calls
  • Monitor RES & WMR phone skills by listening to historical recorded calls and scoring performance
  • Monitor and assess OCC performance by reviewing inbound and outbound call activity by using the NICE score card
  • Meet monthly percentage for historical calls for the Reservations and Dispatch departments
  • Observe, document and evaluate operations, including dispatch, scheduling and customer service
  • Participate in OCC morning and afternoon pullouts (scheduled by WMATA)
  • Manage weekly compliance report card data
  • Attend client meetings and public presentations, as needed
  • Investigate and report all suspicious phone activity to WMATA
  • Notify Management of all system outages in the NICE recording system
  • Provide departmental support for various functions as needed
  • Record results daily in the auditing spreadsheet
  • Provide timely feedback to Supervisor on a continual basis
  • Respond to WMATA as needed
Requirements:
  • High school diploma or G.E.D. equivalent (College Degree preferred)
  • A minimum of one (1) year of Customer Service experience
  • 1 year of experience working within MS Office
  • Ability to work in a professional office environment
  • Strong attention to detail

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.

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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