Quality Assurance Manager

Job Description

Job Description

MJM Innovations, a leading transit technology firm, is seeking a Quality Assurance Manager to join our growing team. Our Administrative Broker services (Demand Response) service provides essential transportation, and our mission is to improve quality of life with safe, effective, and reliable mobility for all through innovative technology solutions. Our Quality Assurance Manager will be responsible for the Quality Assurance program of local operations in compliance with State and Federal regulations and corporate and client policies, and to ensure that all passenger complaints are investigated and resolved in a timely manner, supply service information to all interested parties, and be thoroughly familiar with Americans with Disabilities Act (ADA).

Job Responsibilities:

• Communicate on a regular basis with client staff to ensure customer service efforts 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 customer service function.
• Manage proper reporting and correspondence for "no show", "no pay" and "high cancellation" clients.
• Maintain database or log of customer complaints/compliments that can readily identify trends that may require additional training or management consideration.
• Serve as an expert to manage the team's ability to respond to customer questions clearly, accurately and respectfully regarding all policies and procedures including the fare system.
• Develop and implement internal Customer Service campaigns and incentive programs.
• If directed by client, establish relationships with key consumer agencies to facilitate direct communication and feedback as well as proactive customer focus.
• Coach, counsel, and retrain staff as required.
• Attend monthly client meetings.
• 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 a customer service environment.
• Excellent speaking, writing, and organizational skills.
• Ability to communicate effectively at all levels.
• General knowledge of windows-based computer operating systems.
• Knowledge of service area.
• Process all customer complaints to include investigation, validity determination and timely response as described in Customer Service policy.
• Assist in identifying validity of the liquidated damages through investigation.
• Assist Risk Management with investigations of accidents/incidents.
• Ensure all reconciliations are completed timely and accurately each month.
• Promote positive customer service techniques and programs throughout the organization.
• Make six (6) new community contacts per year.
• Conduct transit education classes/seminars six (6) times per year.

Why you should join our team . . .

At MJM, we hire team members who can take initiative and ownership of their daily tasks. Our work is fast paced and never the same from day to day, and our team members appreciate the impact they make on their communities. They make important connections with the customers they serve, and this experience contributes to their personal growth and professional development.

Our Benefits:

• Medical, dental & vision benefits – Including great Teladoc benefits.
• The company provides life insurance & additional supplemental options.
• 401K Plan
• Employee Assistance Program
• Paid time off - Including paid vacation & a floating holiday, sick days, and an annual employee “Volunteer Day.”

During employment, employees may receive and have access to confidential information. All employees are expected to respect and maintain the confidentiality of non-public customer and business records and any other information that MJM classifies as confidential.

MJM Transportation is committed to as policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on 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.