The QA Manager will manage the QA Plan which will include Complaint/Concern resolution, Compliance and all Quality Assurance activities. The QA Manager will oversee all activities of Quality Assurance staff and establishes positive working relationships with customers, providers, and agencies to establish superior customer service
Identify trends in complaint categories and implements actions plans for immediate reduction of complaints
Manages the timely communication, review, and resolution of complaints raised by recipients/members, healthcare providers, and transportation providers
Makes verbal contact with complainant according to agency specific guidelines
Tracks the status of the complaint process
Provides immediate updates to Project Manager
Oversees the audit process as mandated by company and agency contract
Institutes quality audits
Supervises and assists all Quality Assurance staff with overflow complaints when necessary
Implements/develops instructions, policies and procedures throughout department
Works closely with all departments regarding service issues
Researches issues related to customer satisfaction surveys
Attend agency and transportation provider meetings regarding quality of service and/or reporting
- Familiarity and experience with internal auditing and overall quality systems.
Skills and Knowledge Required:
Must possess a good working knowledge of MS Office
Must possess good verbal and written communication skills
Must be able to communicate successfully with a variety of disciplines and levels, both internal and external staff
- Drug testing, background check and employment verification.
Performs physical activities that require considerable use of the arms, repetitive hand-wrist motion, and legs and moving the whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials.
May be required to lift up to 25 pounds.
For more information please visit our website at www.transdevna.com/careers
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.
EEO is the Law Poster: http://www1.eeoc.gov/employers/poster.cfm
Drug free workplace
If based in the United States, applicants must be eligible to work in US without restrictions for any employer at any time; be able to pass a drug screen and background check
Requisition ID 2018-8649
Position Category Rail
Internal Reference 902
Company/Division Transdev Rail