CapMetro · 3 hours ago
Specialist, Quality Assurance, Demand Response
2910 E 5th Street, Austin, TX, 78702, US
Full-time
Onsite
Entry, Mid Level
2+ years expCapMetro is Austin's regional public transportation provider, dedicated to delivering safe and reliable transit options. The Specialist, Quality Assurance, Demand Response is responsible for monitoring and assessing the quality of service provided by internal staff, ensuring compliance with protocols, and providing feedback for improvement.
Public TransportationTransportation
Responsibilities
Independently monitor Control Center calls and dispatch interactions to ensure protocol adherence and service quality
Contribute to the design of monitoring formats and quality standards
Monitor CSR and dispatcher work product through live call monitoring and review of recordings
Utilize quality monitoring data systems to compile and track performance metrics
Coordinate and assist with facilitating service calibration sessions for control center and other Demand Response internal staff
Provide constructive feedback to enhance service levels across internal Demand Response teams
Document quality assurance findings and generate reports at department, team, and individual levels
Recommend improvements to call monitoring and quality assurance processes
Prepare and analyze internal and external quality reports
Collaborate with training staff to develop focus areas and facilitate training sessions
Support real-time adjustments to quality control based on call traffic monitoring
Fulfill Public Information Requests (PIR) and produce required records as requested
Serve customers in overflow capacity via phone, email, and in-person as needed
Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported
Perform other position related duties as required and/or assigned
Qualification
Required
Bachelor's Degree in Business Administration or related area. Related experience will substitute for education on a year-for-year basis for up to four (4) years
Two (2) years' call or contact center experience preferred, including two (2) years' experience as a Quality Assurance auditor or analyst preferred, or similar role evaluating and reporting on contact center work product
Excellent verbal, written, and interpersonal communication skills
Outstanding customer service skills and dedication to exceptional care
Self-motivated and proactive
Exceptional listening and analytical skills
Strong organizational and time management skills
Ability to work effectively with individuals at all organizational levels
Proficiency in Microsoft Office (Word, Excel, PowerPoint)
Ability to produce audience-ready documents and reports
Adaptability to change and ability to set and adjust priorities
Strong knowledge of call center processes and techniques
Preferred
Two (2) years' call or contact center experience preferred, including two (2) years' experience as a Quality Assurance auditor or analyst preferred, or similar role evaluating and reporting on contact center work product
Supervisory experience preferred
Bilingual (English/Spanish) preferred
Benefits
Utilize our free and reduced-fare transit service to get to the office and then plan to hit the gym (for free) and work with our onsite trainers, before heading back home.
If you have children between the ages of 6 months and 6 years old, enroll them in the onsite award-winning Childcare and Learning Center.
Company
CapMetro
CapMetro is the public transportation provider for over 1.3 million people in the Austin region.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Dottie Watkins
President/CEO
Kevin Conlan
Deputy Chief Financial Officer
Recent News
2024-05-05
Company data provided by crunchbase