Maintenance Quality Assurance Leader - Customer Experience

MV Transportation, Inc.; Los Angeles (CA); On-site; USD 85,000 - 97,000; Full time

Job summary

MV Transportation, Inc. in Los Angeles is seeking a Maintenance Quality Assurance Manager to ensure timely investigation and resolution of passenger complaints, provide service information, and uphold ADA standards.

You will support staff professionalism and client satisfaction across operations. The role requires strong communication skills, experience in customer service, and proficiency with the Trapeze system.

Qualifications

• Must have at least 3 years’ experience in a customer service environment.
• Excellent speaking, writing, and organization skills.
• Ability to communicate effectively at all levels.
• General knowledge of Windows-based computer operating systems.
• Knowledge of service area and customer service policies.

Responsibilities

• Communicate regularly with client staff to ensure service efforts meet client demands.
• Oversee documentation by customer service reps in the software provided.
• Identify and escalate customer complaints needing immediate attention.
• Respond to customer concerns with investigation and follow-up by phone, email, or mail.
• Utilize Trapeze and other tools to support customer service activities.
• Manage reporting for no-shows, no-pay, and high-cancel clients.
• Maintain a log of complaints/compliments to identify trends.
• Provide clear responses regarding policies and fare system queries.
• Develop and implement internal customer service campaigns and incentive programs.
• Establish relationships with consumer agencies for feedback and communication.
• Coach and retrain staff as required.
• Attend client meetings and participate in process improvements.

Skills

Communication

Organization

Customer service

Windows OS

Education

High School diploma

College degree preferred

Tools

Trapeze system

Customer service software

Job description

MV Transportation, Inc. in Los Angeles is seeking a Maintenance Quality Assurance Manager to ensure timely investigation and resolution of passenger complaints, provide service information, and uphold ADA standards.

You will support staff professionalism and client satisfaction across operations. The role requires strong communication skills, experience in customer service, and proficiency with the Trapeze system.