MTM is growing and looking for a Quality Coordinator. This position is an in-office position located in our Hyattsville, Maryland location.

What Will Your Job Look Like?

The Quality Coordinator is responsible for managing complaints in accordance with WMATA (Washington Metropolitan Area Transit Authority) requirements and MTM Quality Management policies and procedures

What You’ll Do:

• Document, review, investigate, and follow up on all Metro Access complaints
• Enter complaints submitted via phone, fax, mail, email, or voice mail in applicable data tracking
• systems
• Follow up immediately on responses that are not submitted within the specified timeframe and enforce disciplinary measures as needed
• Triage issues, complaints, unusual trip circumstances, and determine appropriate action
• Document all educations and actions taken in response to complaints
• Notify Complainant of resolution and their appeal rights as necessary
• Report all uncorrected or reoccurring service deficiencies to MTM Leadership

What You’ll need:

• High school diploma or G.E.D. equivalent
• Minimum 1+ years customer service experience
• Typing skills of 30 wpm
• May require local and overnight travel

Even better if you have:

• Must be able to conduct inspections, audits, communicate issues, and corrective actions from an authoritative position but with professional courtesy
• Must be able to communicate with others and comprehend instructions
• Must be able to demonstrate strong customer service skills
• Knowledge and ability to learn Microsoft Outlook, Word, Excel and Trapeze

What’s in it for you:

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Flexible Scheduling
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Birthday Holiday
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Milestone Anniversary One Month Sabbatical
• Leadership Mentoring Opportunities

Salary Range:

Salary: $19.50 per hour

This information reflects the salary pay 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 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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