NATURE & SCOPE

SCR is a rapidly growing, specialized public transportation company that has built its reputation in the industry with a strong focus on customer service, on-time performance, and continuous improvement. The foundation for its success is based on core values and cultural norms in the organization centered on sensitivity, caring, and responsiveness.  The position of Quality Assurance Coordinator plays a vital role in supporting SCR’s core values.

POSITION RESPONSIBILITIES

PRIMARY JOB FUNCTIONS

·         Assist Manager of Quality Assurance with all processes as required.

·         Coordinate the processing of incoming and outgoing written complaints and meet contractual submission deadlines.

·         Coordinate the processing of incoming and outgoing internal written complaints.

·         Coordinate complaint investigations with Driver Manager, Safety Manager and Road Supervisors as needed.

·         Provide coaching and counseling of employees when necessary to complete investigations of complaints and operational issues.

·         Follow up on all complaints and issues to ensure resolution.

·         Recommend disciplinary actions as needed to the respective employee managers.

·         Enter TDP infractions into Quickbase as needed.

·         All other duties as assigned by Quality Assurance Manager.

EDUCATION / WORK EXPERIENCE

·         Candidates must have a Minimum HS Diploma, Associate Degree or higher is preferred.

·         Candidates must have knowledge of Microsoft Office.

·         Operational knowledge of the Paratransit industry.

·         Experience in Customer Service.

WORK ENVIRONMENT

·         Job is in an office environment and garage setting.

·         Some outdoor work may be required.

·         Requires flexibility in scheduling including extended days and some weekends as needed with rotating holidays.

·         The typical work week is 40 hours with overtime assigned as needed.

·         Must be able to multi-task.

PHYSICAL REQUIREMENTS

·         Employee must be able to sit at a desk, operate a computer, answer phones, and other office duties as assigned.

·         Must be able to endure the outside elements and weather conditions as needed.