QA - Complaint Resolution Specialist

About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev - the mobility company - empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at ~~~ or watch an overview video at ~~~

The Complaint Resolution Specialist will be responsible for working collaboratively with MBTA staff and service providers to categorize, catalogue, maintain, investigate, and resolve customer complaints to the standard set forth by the MBTA. The Complaint Resolution Specialist will report to the Quality Manager.

Duties and responsibilities include

• -Working with MBTA and service provider staff to process customer comments in accordance with MBTA goals and requirements

• -Researching and responding to customer complaints and compliments

• -Working with Quality Manager to conduct root cause analysis of customer complaints and including the output of this exercise to enhance the overall QA program

• -Using designated case management software to intake, categorize, catalogue, and maintain customer comments

• -Generate weekly reports on customer complaints, including trends analysis, root cause, risks and mitigations

Qualifications for Complaint Resolution Specialists include

• -Prior experience in a QA role dealing with customer comments with increasing tenure and responsibility, preferably in the transportation or paratransit industry

• -Excellent written communication skills preparing complaint responses

• -Demonstrated ability to work independently in a customer-facing role

• -Prior experience using paratransit scheduling & dispatch software such as ADEPT is a plus

• -Thorough knowledge of ADA and MBTA requirements and standards

• -Thorough knowledge of TRAC standard operating procedures

• -Hands-on experience in reservations, scheduling or dispatch a plus

For more information please visit our website at ~~~/careers

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

California applicants: Please Click Here for CA Employee Privacy Policy

Job Category: Call Center / Dispatch / Reservationist / Scheduler

Job Type: Full Time

Req ID: 1505

Pay Group: NCD

Cost Center: 601

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

California applicants: Please Click Here for CA Employee Privacy Policy.

About Transdev

Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev - the mobility company - empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at ~~~ or watch an overview video.