Quality Coordinator (Project Management)
At MTM Transit, it is never just a ride, it's personal. We understand that our passengers deserve personalized attention and exceptional care and to us, every trip is important. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!
What Will Your Job Look Like?
The Quality Coordinator is responsible for overseeing and ensuring the highest standards of quality and compliance with the County's program. This role involves conducting regular audits, analyzing data to identify trends, and implementing quality improvement plans (QIPs) as necessary. The Quality Coordinator will work closely with other team members to monitor service performance, address any issues promptly, and ensure that all services meet contractual requirements and the County's expectations.
This position will sit at a location in El Paso, TX and contingent upon signed final contract on the awarded business.
Location: El Paso, TX
What you'll do:
- Manage data collections, analysis, and reporting processes to support decision- making and ensure data-driven insights
- Document, review, investigate, and follow up on all complaints
- Enter complaints submitted via phone, fax, mail, email, or voice mail in applicable data tracking systems
- Review and analyze service performance
- Identify and track trends to formulate improvement recommendations to management and client
- 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
- Implement quality improvement plans
- 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 Leadership
What you'll need:
Experience, Education & Certifications:
- High school diploma or G.E.D. equivalent
- 2 years' experience with billing or other relevant analysis/audit experience
- Minimum 1+ years customer service experience
Skills:
- Knowledge and ability to learn Microsoft Outlook, Word, Excel, PowerBI and Trapeze
- Excellent communication skills, with an emphasis on grammar and spelling
- Ability to question and obtain information
- Demonstrated ability to handle multiple priorities
- Excellent organizational and interpersonal skills
- Superior problem-solving skills
- Strong writing skills
- Ability to maintain a high level of confidentiality
Even better if you have...
- Bachelor's Degree 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: $17.65/ hr
Maximum Salary: $26.48/ 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 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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