Grievance / Quality Assurance (QA) Analyst
Description
Grievance / Quality Assurance (QA) Analyst
Transdev is looking for a Grievance / Quality Assurance (QA) Analyst to join our team in New Carrollton, MD. We are seeking friendly, customer service-oriented individuals who are dedicated to safety and committed to providing the highest level of service.
Transdev is proud to offer:
- Competitive compensation package of minimum $23.00 – maximum $28.50
Benefits include:
- Vacation: minimum of two (2) weeks
- Sick days: 5 days
- Holidays: 12 days; 8 standard and 4 floating
- 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.
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
- Investigate customer complaints and provide timely, thorough responses in collaboration with WMATA staff and service providers.
- Conduct root cause analyses of customer complaints, identifying trends and recommending actionable solutions to improve service quality.
- Document complaint resolutions and maintain accurate records in designated case management systems.
- Collaboration and Continuous Improvement
- Work with managers and staff to address performance gaps and develop solutions to enhance service quality.
- Provide feedback and recommendations to department leaders based on audit findings, complaint analyses, and performance trends.
- Champion quality improvement initiatives to foster continuous operational enhancements and customer satisfaction.
- Reporting and Data Management
- Track, analyze, and maintain data from performance audits, customer complaints, and assessments.
- Prepare and submit daily, weekly, and monthly status reports to management, highlighting trends, risks, and opportunities for improvement.
- Ensure confidentiality of all collected data and findings, maintaining integrity and discretion in reporting.
- Other Duties
- Assist with training staff based on audit findings and assessments to enhance technical and customer service skills.
- Support special projects or initiatives as required by the Call Center Training and Safety Manager.
- Complete routine paperwork and administrative tasks associated with assessments and audits.
Qualifications
- 1+ years of experience in a quality assurance role, customer service, or working with elderly individuals and persons with disabilities preferred.
- 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.
- Excellent written and oral communication skills.
- Ability to handle multiple tasks, prioritize work, and maintain a high level of customer service with clients, passengers, and co-workers.
- Understanding of functional abilities of persons with disabilities and assessment methods is preferred.
- Strong interpersonal skills with the ability to collaborate effectively across teams and provide constructive feedback.
Physical Requirements:
The essential functions of this position require the ability to:
- Work is accomplished indoors in air conditioned or well-ventilated facilities
- Sit, type, and look at a computer for extended periods (up to 6–9 hours per day)
- Must be able to communicate effectively in person, by phone, and in written correspondence
- Work is accomplished in an office or in a cubicle space equipped with a telephone and computer
- 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
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 [email protected]
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.
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.
