Customer Quality Assurance and Outreach Coordinator
Description
Customer Quality Assurance & Outreach Coordinator
Transdev in Dallas, Texas is hiring a Customer Quality Assurance & Outreach Coordinator. The Customer Quality Assurance &Outreach Coordinator is responsible for overseeing customer quality assurance and outreach efforts for Dallas DART Paratransit, GoLink, and Rider Assistance Programs. This role requires a high level of independence, leadership, and initiative to ensure consistent and high-quality service delivery across all customer interactions and service levels. Reporting directly to the Quality Assurance Manager, the position requires the ability to prioritize tasks, manage multiple responsibilities, and work effectively with minimal supervision.
Transdev is proud to offer:
• Competitive compensation package of minimum $58k – maximum $68K
Benefits include:
- Vacation: 1 week
- Sick days: 5 days
- Holidays: 8 standard
- Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.
Benefits may vary depending on location policy. The above represents the standard Corporate Policy
Key Responsibilities:
- Oversee customer-related issues and concerns, including those involving subcontractors, ensuring compliance with DART policies and standardized service across all service levels.
- Ensure prompt and effective handling of customer complaints and inquiries via phone, email, and data entry.
- Conduct audits of contractor operations, including driver training, vehicle maintenance, and adherence to DART policies.
- Lead outreach initiatives, engaging with social service agencies, passengers, and community stakeholders to promote service quality and accessibility.
- Research and respond to customer complaints, working closely with the local management team to resolve service concerns efficiently and strategically.
- Represent the organization in various public forums, delivering presentations tailored to diverse audiences.
- Ensure compliance with ADA Paratransit regulations and other relevant federal, state, and local laws.
- Attend advisory committee meetings, subcommittee meetings, public meetings, and service provider training sessions as needed.
- Conduct oral and written presentations on behalf of the organization.
- Perform other related duties as assigned.
Qualifications:
- A bachelor’s degree in a relevant field (medical, social service, or transportation sciences) is preferred but not required.
- Alternatively, two years of experience in a disability-related work environment, along with two years of demonstrated leadership experience—preferably related to ADA eligibility—may substitute for the educational requirement.
- Minimum 2 years of Customer Satisfaction/Quality experience.
- College course work in a related field preferred.
- Strong leadership and organizational skills with the ability to work independently and drive results.
- Excellent verbal and written communication skills, with the ability to engage effectively with diverse audiences.
- High level of problem-solving and critical-thinking skills to address service concerns proactively.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and the ability to learn other relevant software as needed.
- Knowledge of ADA Paratransit regulations, social services, and governmental affairs is highly desirable.
Physical Requirements:
The essential functions of this position require the ability to:
- Perform 75% office-based in a professional, ADA-compliant environment.
- Be available for 25% off-site work as needed, always in safe and appropriate settings.
- Sit for extended periods (up to 6–8 hours per day); frequently walk for long distances and on possible sloped ground or slippery and uneven surfaces
- Push and pull objects up to 50 pounds, occasionally throughout the workday; lift material weighing up to 50 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level
- Withstand heavy traffic areas while performing the duties of the job; tolerate exposure to considerable amounts of dust, vehicle fumes and noise.
- Conduct oral and written presentations on behalf of the organization.
- The workplace maintains an environmentally friendly policy, prohibiting smoking and artificial scents.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact us.jobs@transdev.com
Drug-free workplace:
Transdev maintains a drug-free workplace. Applicants must:
• Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
• Successfully pass a pre-employment drug screen.
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 everyday thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ
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.
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