In-Office Quality Coordinator

What Will Your Job Look Like?

The Quality Coordinator is responsible for managing complaints in accordance with WMATA (Washington Metropolitan Area Transit Authority) requirements and MTM Quality Management policies and procedures.

Location: 4100 Garden City Drive Hyattsville, MD 20782

What you’ll do:

• 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

What you’ll need:

Experience, Education & Certifications:

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

Skills:

• Knowledge and ability to learn Microsoft Outlook, Word, Excel and Trapeze
• Excellent communication skills, with an emphasis on grammar and spelling
• Ability to tactfully question and obtain information
• Demonstrated ability to handle multiple priorities
• Excellent organizational and interpersonal skills
• Superior problem solving skills
• Ability to maintain high level of confidentiality

Even better if you have...

• College degree preferred

What’s in it for you:

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership Mentoring Opportunities

Minimum Salary $21/hr

Maximum Salary $22/hr

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. 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.

Equal Opportunity Employer: 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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