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Quality Assurance Manager in Irvine, CA at MV Transportation

Date Posted: 11/22/2019

Job Snapshot

Job Description

MV Transportation is seeking a Quality Assurance Manager to ensure that all passenger complaints are investigated and resolved in a timely manner, supply service information to all interested parties, be thoroughly familiar with Americans with Disabilities Act (ADA), monitor and evaluate operational statistics to ensure contractual requirements are met, and to provide positive and professional support to all employees so as maximize professionalism, enhance customer service, improve on-time performance, ensure safety and exceed client expectations.

Job Responsibilities:

  • Communicate on a regular basis with client staff to ensure performance indicators meet the demands of the client.
  • Oversee the accurate documentation by customer service representatives of any information received from customers in the customer service software provided.
  • Identify and expedite customer complaints that require immediate attention and escalate situations as needed to client agency.
  • Respond to individual customer/passenger concerns in a timely and positive manner that includes investigation and follow-up by phone, email, or mail.
  • Possess expertise in using the Trapeze system and other technology tools supporting the division.
  • Prepare for, participate in and manage proper reporting and correspondence for regular client audits and reviews of service and safety standards.
  • Maintain database or log of deliverables by department to ensure timeliness and accuracy of responses in alliance with client and company requirements.
  • Develop and implement internal service improvement plans.
  • Establish relationships with key consumer agencies to facilitate direct communication and feedback as well as proactive solutions to service concerns.
  • Coach, counsel, and retrain staff as required.
  • Attend regular client meetings.
  • Participate in labor relations meetings and hearings.
  • Maybe required to implement and revise SOP.
  • Other duties as assigned.

Talent Requirements:

  • High School diploma; college degree preferred.
  • Must have a minimum of three (3) years' experience in Paratransit Management.
  • Excellent speaking, writing, and organization skills.
  • Ability to communicate effectively at all levels.
  • Expert knowledge of windows-based computer operating systems and Microsoft Office Suite.
  • Knowledge of service area.
  • Oversee customer complaint department to include investigation, validity determination and timely resolution.
  • Assist in identifying validity of the liquidated damages through investigation.
  • Ensure all reconciliations are completed timely and accurately each month.
  • Participate in Monthly Safety meetings.

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.