Quality Assurance Supervisor Transdev inLancaster, Californiais hiring a Quality Assurance Specialist. The Quality Assurance Specialist is responsible for collecting, researching, and documenting all compliments, grievances, and feedback from callers regarding transportation services. We are seeking customer service-oriented professionals who are dedicated to safety. Transdev is proud to offer: + Competitive compensation package of minimum $70,304 – maximum $75,000 Benefits include: + Vacation: minimum of two (2) weeks + Sick days: 5 days + Holidays: 12 days; 8 standard and 4 floating + Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability. Benefits may vary depending on location policy. The above represents the standard Corporate Policy. Key Responsibilities: + Ensure overall quality in bus conditions, operator attendance, missed service and service interruptions + Monitor Vehicle Operator safety & security compliance, service delivery at sites and pre-determined passenger boarding and alighting points. + Assure quality of operations including leading CSR staff, Dispatch staff, training, monitoring, and observing customer phone calls and coaching to resolve customer service issues and compliance with policies and procedures + Resolve escalated customer related concerns & document + Develop and revise customer service and dispatch manuals and procedures + Primary point of contact for maintaining No Shows policy + Professionally and actively documents issues. + Resolves customer inquiries relating to transportation; communicates resolution to customers. + Review daily paperwork to verify accuracy. + Responsible for the check-in process of drivers including fitness for duty inspection, uniform and credential check, and assignment of buses + Coordinate vehicle rotation, trips and driver break times by the assignment of Customer Service Representative personnel and vehicles. + Responsible to maintain and manage the Lost and Found items and procedures. + Responds to serious accidents or emergencies to ensure proper investigation + Identify health and safety risks and recommend corrective actions to control and limit liability. + May inspect buildings and vehicles and prepare billings to recover repairs and loss of revenue due to vehicle accidents. + Provides strategic planning and direction to the call center and dispatch staff. + Collect data and analyze accident or incident trends. Investigate claims of damage or injury reported by passengers, pedestrians or other drivers. + Conduct quality assurance inspections such as post-accident and post employee claims, injury inspections and monitoring. + Establish a relationship with client, centers and corporate personnel to identify additional training needs, resources, and opportunities + Respond to customer comments related to the service. + Other duties as required. Qualifications: + High School Diploma or GED required. + Computer literate with working knowledge of Word, Excel, and PowerPoint. + Excellent customer service & communication skills. + Subject to a DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason. Physical Requirements: + Must be able to work shifts or flexible work schedules as needed. + The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen. + Work environment will be a combination of both indoors and outdoors. About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thanks to safe, reliable, and innovative solutions that serve the common good. Find out more athttp://www.transdevna.com/. Click or tap if you trust this link." style="border: 0.0px;font: inherit;margin: 0.0px;padding: 0.0px;vertical-align: baseline;color: rgb(24,114,204);">www.TransdevNA.com or watch an overview video athttps://youtu.be/ilO5cv0G4mQ. Click or tap if you trust this link." style="border: 0.0px;font: inherit;margin: 0.0px;padding: 0.0px;vertical-align: baseline;color: rgb(24,114,204);">https://youtu.be/ilO5cv0G4mQ The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request. Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request. Drug-free workplace: Transdev maintains a drug-free workplace. Applicants must: + Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.). + Successfully pass a pre-employment drug screen. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact us.HR.TalentAcquisition@transdev.com California applicants: Pleasehttps://transdevna.com/california-employee-privacy-policy/. Click or tap if you trust this link." style="border: 0.0px;font: inherit;margin: 0.0px;padding: 0.0px;vertical-align: baseline;color: rgb(24,114,204);">Click Herefor CA Employee Privacy Policy. Job Category: Operations Management & Supervisory Job Type: Full Time Req ID: 8025 Pay Group: 2V9 Cost Center: 55374 The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request. Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law. Drug-free workplace If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check. California applicants: Please Click Here for CA Employee Privacy Policy. About Transdev Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video.