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Quality Assurance Manager

  • Location: Fort Worth, TX
  • Salary:
  • Posted: Nov 13

Click here to view a full job description and apply if qualified!



Fort Worth Transportation Authority

PURPOSE OF JOB
 
The Quality Assurance Manager is responsible for investigating, reviewing, and responding to questions and complaints received from FWTA passengers and customers regarding the service we provide. The Manager is charged with assisting the corporation to improve service to passengers by reviewing video recordings, utilizing information from our operations computer systems, and talking to employees and customers to resolve complaints, investigate concerns, and understand the customer perspective in operational decisions.
 
ESSENTIAL FUNCTIONS
  • Investigates and responds to complaints and comments received from customers and citizens regarding transit service.
 
  • Documents follow-up in the system for customer complaints.
 
  • Provides effective and efficient customer service, responding to complaints or issues from customers or other external constituents.
 
  • Assists Operations personnel with investigating job performance incidents.
 
  • Consults with Transportation Supervisors or Operators as needed to provide feedback regarding Operator performance.
 
  • Compiles written summaries and reports regarding problems or concerns discovered through customer comment investigations.
 
  • Provides insight and input regarding customer perspective to management as requested.
 
  • Coordinates with quality assurance staff on all video requests.
 
  • Utilizes various computer systems to gather information related to service issues. Systems include Trapeze – used for fixed route scheduling, CAF system for tracking customer complaints and commendations, NextBus – automatic vehicle location, and Trapeze – MITS scheduling software.



Click here to view a full job description and apply if qualified!


From The Blog

  • Judi Camerano on #NTxGivingDay
    20 Sep 2016

    I found North Texas LEAD to be a gem in the midst of a vast job seeking search. LEAD provided invaluable services with regards to interviewing techniques, resume assistance, coaching, networking and ultimately endorsement. I was interviewed by a professional and diverse panel who wholeheartedly embraces and projects diversity. Their endorsement was one which epitomizes […]

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  • Brian Modrzejewski on #NTxGivingDay

    Becoming a candidate for North Texas LEAD was a defining moment in my career. I had recently been laid off and back in the market to start a new chapter in my career. I realized that I hadn’t been on a real interview in a decade and I was feeling a little out of touch. […]

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