Description

What Will Your Job Look Like?

The QA Support Coach maintains, promotes and improves quality services in customer service levels and monitoring of all Operational Control Center (OCC) performance through call monitoring and evaluating. The position is responsible for the managing, documentation, tracking, monitoring and reporting all inbound and outbound activity in the OCC for WMATA (Washington Metropolitan Area Transit Authority).

Location: 4100 Garden City Drive Hyattsville, MD 20782

What you'll do:

• Work with the OCC Leadership to update established protocols and procedures to improve quality
• Conduct daily monitoring of OCC activity to review and evaluate Quality Assurance
• Document, score calls and provide recommendations for process improvements
• Track all agents that fail to adhere to WMATA's TAP policy
• Review CMS reporting to identify the amount of ACD calls
• Monitor RES & WMR phone skills by listening to historical recorded calls and scoring performance
• Monitor and assess OCC performance by reviewing inbound and outbound call activity by using the NICE score card
• Meet monthly percentage for historical calls for the Reservations and Dispatch departments
• Observe, document and evaluate operations, including dispatch, scheduling and customer service
• Participate in OCC morning and afternoon pullouts (scheduled by WMATA)
• Manage weekly compliance report card data
• Attend client meetings and public presentations, as needed
• Investigate and report all suspicious phone activity to WMATA
• Notify Management of all system outages in the NICE recording system
• Provide departmental support for various functions as needed
• Record results daily in the auditing spreadsheet
• Provide timely feedback to Supervisor on a continual basis
• Respond to WMATA as needed
• Other duties as assigned

What you'll need:

Experience, Education & Certifications:

• High school diploma or G.E.D. equivalent
• A minimum of one (1) year of Customer Service experience

Skills:

• Ability to work in a professional office environment
• Strong attention to detail

Even better if you have...

• College degree preferred
• 1 year MTM Customer Service experience 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 $25.00/hr

Maximum Salary $25.00/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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