MV Transportation · 3 months ago
Quality Assurance Manager
Atlanta, GA
Full-time
Onsite
Senior Level
5+ years expMV Transportation is seeking a Quality Assurance Manager to ensure that all passenger complaints are investigated and resolved in a timely manner. The role involves overseeing customer service documentation, conducting audits, and managing customer service campaigns to enhance professionalism and improve customer satisfaction.
AutomotivePublic TransportationService IndustryTransportation
Responsibilities
Communicate on a regular basis with client staff to ensure customer service efforts meet the demands of the client
Oversee the accurate documentation by customer service representatives of any information received from customers in the customer service software provided
Perform random audits of maintenance, DVIR, and quality checks of all department records. It also performs random audit checks of contractor performance, e.g., washing logs, fuel logs, etc
Performs random audits with the Safety Manager of Department requirements, i.e., D&A Compliance, BOCT Logs, timely updates
Identify and expedite customer complaints that require immediate attention and escalate situations as needed to client agency
Respond to individual customer/passenger concerns in a timely and positive manner that includes investigation and follow-up by phone, email, or mail
Possess expertise in using the Trapeze system, and other technology tools supporting the customer service function
Manage proper reporting and correspondence for 'no show', 'no pay' and 'high cancel' clients
Maintain database or log of customer complaints/compliments that can readily identify trends that may require additional training or management consideration
Serve as an expert to manage the team’s ability to clearly, accurately and respectfully respond to customer questions regarding all policies, procedures including the fare system
Develop and implement internal Customer Service campaigns and incentive programs
If directed by client, establish relationships with key consumer agencies to facilitate direct communication and feedback as well as proactive customer focus
Coach, counsel, and retrain staff as required
Attend monthly client AAC meeting
Maybe required to implement and revise SOP
Other duties as assigned
Qualification
Required
High School diploma; college degree preferred
This position requires five (5) years of experience in public transit, three (3) years of QA/QC Management experience, and expertise with quality metrics reporting
Quality assurance, process improvement, or related fields, focusing on transportation, should have certifications like those offered by the American Society for Quality (ASQ)
Excellent speaking, writing, and organization skills
Ability to communicate effectively at all levels
General knowledge of windows-based computer operating systems
Knowledge of service area
Process all customer complaints to include investigation, validity determination and timely response as described in Customer Service policy
Assist in identifying validity of the liquidated damages through investigation
Assist Risk Management with investigations of accidents/incidents
Ensure all reconciliations are completed timely and accurately each month
Promote positive customer service techniques, programs throughout the organization
Make six (6) new community contacts per year
Conduct transit education classes/seminars six (6) times per year
Company
MV Transportation
MV Transportation is a privately-owned passenger transportation contracting firm that provides paratransit services.
10001+ employees
H1B Sponsorship
MV Transportation has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (4)
2023 (1)
2022 (3)
2021 (3)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Tom Egan
Chief Executive Officer
Recent News
2025-10-30
2025-10-06
Maryland Daily Record
2025-09-27
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