Transdev is looking to solve the problem of ensuring high-quality service and compliance with WMATA policies, ADA regulations, and service standards in their transportation systems.
Requirements
- Knowledge of ADA regulations, WMATA standards, and paratransit operations.
- Experience with paratransit routing software (e.g., Trapeze) is a plus.
- Proficiency with Microsoft Office tools, especially Word, to complete standardized reports.
- Strong analytical skills with the ability to track data, evaluate trends, and recommend improvements.
- Experience with data management and analysis
- Understanding of functional abilities of persons with disabilities and assessment methods is preferred.
- Familiarity with quality assurance methodologies and tools
Responsibilities
- Quality Monitoring and Evaluation
- Conduct individual performance assessments using standardized procedures via paper, telephone, or in-person evaluations.
- Execute the QA program by monitoring and auditing customer-facing staff (e.g., Dispatchers, Dispatch Assistants, Reservationists) for compliance with WMATA policies, ADA regulations, and service standards.
- Monitor communications between riders and OCC staff to ensure adherence to operating procedures and customer service goals.
- Maintain and implement evaluation materials (e.g., audit forms) for assessing job performance and service quality.
- Complaint Investigation and Resolution
- Track, analyze, and maintain data from performance audits, customer complaints, and assessments.
Other
- 1+ years of experience in a quality assurance role, customer service, or working with elderly individuals and persons with disabilities preferred.
- Ability to handle multiple tasks, prioritize work, and maintain a high level of customer service with clients, passengers, and co-workers.
- Strong interpersonal skills with the ability to collaborate effectively across teams and provide constructive feedback.
- Must be able to communicate effectively in person, by phone, and in written correspondence
- Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
