Quality Coordinator - Complaints & Compliance

MTM, Inc; Hyattsville (MD); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Health and Life Insurance Plans

Dental and Vision Plans

401(k) with company match

Flexible Scheduling

Paid Time Off and Holiday Pay

Maternity/Paternity Leave

Casual Dress Environment

Tuition Reimbursement

MTM Perks Discount Program

Leadership Mentoring Opportunities

Job summary

MTM Transit in Hyattsville, MD is seeking a Quality Coordinator to manage complaints in accordance with WMATA requirements and MTM Quality Management policies. Location: 4100 Garden City Dr, Hyattsville, MD 20785. Pay: $22.00/hr.

You will document, review, investigate, and follow up on MetroAccess complaints; enter complaints in data systems; ensure timely responses; triage issues; notify complainants; and report recurring service deficiencies to MTM Leadership.

Qualifications

• High school diploma or GED equivalent.
• Minimum 1+ years customer service experience.
• Typing skills of 30 wpm.

Responsibilities

• Document, review, investigate, and follow up on all MetroAccess complaints
• Enter complaints submitted via phone, fax, mail, email, or voice mail in applicable data tracking systems
• Follow up immediately on responses that are not submitted within the specified timeframe and enforce disciplinary measures as needed
• Triage issues, complaints, unusual trip circumstances, and determine appropriate action
• Document all educations and actions taken in response to complaints
• Notify Complainant of resolution and their appeal rights as necessary
• Report all uncorrected or reoccurring service deficiencies to MTM Leadership

Skills

Customer service

Typing 30 wpm

Microsoft Outlook

Microsoft Word

Microsoft Excel

Trapeze

Communication skills

Education

High school diploma or GED

Tools

Trapeze

Job description

MTM Transit in Hyattsville, MD is seeking a Quality Coordinator to manage complaints in accordance with WMATA requirements and MTM Quality Management policies. Location: 4100 Garden City Dr, Hyattsville, MD 20785. Pay: $22.00/hr.

You will document, review, investigate, and follow up on MetroAccess complaints; enter complaints in data systems; ensure timely responses; triage issues; notify complainants; and report recurring service deficiencies to MTM Leadership.