MTM is growing and looking for a QA Support Coach. This is a work in the office position supporting our Baltimore, MD location.
What Will Your Job Look Like?
The MTA QA Support Coach maintains, promotes, and improves quality services in customer service levels and monitoring of all Operations Control Center (OCC) performance through call monitoring and evaluating. The position is responsible for the management, documentation, tracking, monitoring, and reporting all inbound and outbound activity in the OCC for MTA.
What You’ll Do:
Work with Operations Control Center Supervisor to update established protocols and procedures to improve quality
Conduct daily monitoring of OCC activity to review and evaluate Quality Assurance
Document, score and provide recommendations for process improvements
Monitor and assess OCC performance by reviewing inbound and outbound call activity
Meet monthly percentage goals for historical calls
Observe, document, and evaluate operations including dispatch, scheduling and customer service
Participate in OCC morning and afternoon pullouts scheduled by MTA
Manage weekly compliance report card data for the department
Report and investigate all suspicious phone activity to MTA
Notify Management of all system outages
Track OCC performance and productivity by agent
Record results daily in the auditing spreadsheet
Provide timely feedback to Supervisor on a continual basis
Always demonstrate professional demeanor
Attend client meetings and public presentations, as needed
Provide departmental support for various functions as needed
Maintain a friendly and positive attitude
What You’ll need:
High school diploma or G.E.D
A minimum of one (1) year of Customer Service experience
Even better if you have:
College degree preferred
A minimum of one (1) year MTM Customer Service experience preferred
Strong communication skills
Ability to take direction, but also to work independently
Ability to work with all levels of the organization
Ability to work with multiple situations and manage a wide variety of issues
Intermediate level of proficiency or above in Microsoft Outlook, Word & Excel
Ability to tactfully handle performance issues and provide suggestions for improvement
Ability to report quality measurements in meaningful and useful ways
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
Birthday Holiday
Casual Dress Environment
Tuition Reimbursement
MTM Perks Discount Program
Milestone Anniversary One Month Sabbatical
Leadership Mentoring Opportunities
Hourly rate: $18.58
This information reflects the base salary range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.
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.
