Job Description

MTM is growing and looking for a Quality Coordinator . This position is in-office 5 days a week at our Hyattsville, MD Office which is located at 4100 Garden City Dr, Hyattsville, MD 20785. No Remote work allowed. This position pays $22.00/hr.

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 MetroAccess 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

Even better if you have...

• Knowledge and ability to learn Microsoft Outlook, Word, Excel and Trapeze
• Excellent communication skills, with an emphasis on grammar and spelling
• Ability to tactfully question and obtain information
• Demonstrated ability to handle multiple priorities
• Excellent organizational and interpersonal skills
• Superior problem-solving skills
• Ability to maintain high level of confidentiality

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
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership Mentoring Opportunities

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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