Transit Systems 2019-11-19 2019-12-24

Administrative Manager, Quality Assurance

Company: MTM View more listings
Location: Hyattsville, Maryland
Job Status: Full-time
Job ID: 117683

MTM, Inc. continues to grow and we are seeking an Administrative Manager, Quality Assurance!

MTM, Inc. is a healthcare services and transportation management company whose mission is to develop innovative solutions for accessing healthcare, increasing independence, and connecting community resources. MTM is made up of people who share a passion for making a positive impact. Our culture promotes healthy living, excellent work/life balance, and career advancement opportunities. MTM is a fun place to work, where individuality is encouraged and hard work is rewarded.

The Administrative Manager, Quality Assurance is responsible for staff performance in monitoring and reporting of performance of MetroAccess Service Delivery and the Operations Control Center (OCC) contractors. This specifically includes monitoring staff responsible for complaint investigation, No Show/Late Cancellation review, and call monitoring. The Administrative Manager, Quality Assurance will be responsive to the Washington Metropolitan Area Transit Authority (WMATA) and timely on deliverables, and interfaces with both Service Delivery and OCC Contractors on a regular basis so as to best meet and exceed the client’s expectations. The Administrative Manager, Quality Assurance will resolve complaints to ensure that safe and professional, high quality customer service is emphasized.

This position is located at our office in Hyattsville, MD.


  • Supervise staff to meet and/or exceed desired retention and performance goals

  • Provides ongoing guidance, feedback and provide additional training to staff

  • Work with staff and WMATA to receive feedback and promote progress, and development, and accuracy of reporting

  • Monitor and review reports prior to submission to ensure deadlines and accuracy are met

  • Observe, document and evaluate paratransit operations, including the ability to identify problems that affect service, and to develop and implement effective solutions to complex operational and technical problems

  • Review, coordination and monitoring of contractor invoicing/payment disbursement

  • Provide Summary reports to WMATA weekly and monthly and at other intervals as defined by WMATA

  • Compile daily, weekly and monthly reports and submit to designated Clients

  • Report all uncorrected or recurring service deficiencies

  • Track and trend complaint issues by type and provide recommended corrective action based on identified areas of concern

  • Provide monthly/year-to-date data for Complaint Summary reflected on monthly quality reports

  • Review and monitor all aspects of MetroAccess service through databases and reporting such as Trapeze, Spider and data collected through MTM staff

  • Handle all escalation of customer issues from the office, customer service or Operations Control Center

  • Monitor the progress, performance, and compliance of internal quality assurance processes, including but not limited to complaint investigation and management, no show/late cancellation investigation and management, and OCC call review

  • Attend public meetings as required by WMATA, most specifically Accessibility Advisory Committee (AAC) meetings twice a month. Provide written statements in response to any public statements made at AAC meetings and provide follow up to the individuals who made statement(s)

  • Facilitate client briefings and meetings

  • Enter complaints submitted via phone, fax, mail, email or voice mail, as assigned

Minimum Qualifications:
  • Bachelor’s degree from an accredited college or university is required, but may be substituted with five additional years of public transit experience

  • A minimum of 8 years of management experience

  • At least five years of management experience with large urban ADA paratransit services, and at least seven years total experience in public transportation

  • A minimum of two (2) years of quality related experience

  • Expert knowledge of MetroAccess program

  • Proficiency in the review, coordination and monitoring of contractor invoicing/payment disbursement

  • A working knowledge of Trapeze PASS paratransit software suite or event-based paratransit application is required and a detailed understanding of Trapeze is a plus

  • Proficient in Microsoft Outlook, Word, Excel, Trapeze, and other standard software applications

  • Working knowledge of MetroAccess protocols and procedures preferred

  • Previous experience in Medicaid or state public assistance programs preferred

  • Previous auditing experience preferred

  • Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future

Competency Based Qualifications:
  • Ability to utilize Microsoft Word, spreadsheet analysis, database management, presentation graphics, general SQL query writing, and other standard software applications

  • Ability to prepare and present comprehensive reports and briefings

  • Ability to multi-task, prioritize work and collaborate effectively under pressure

  • Ability to observe, document and evaluate paratransit operations

  • Ability to identify service issues and develop effective solutions to resolve these issues

  • Ability to effectively interpret and analyze data

  • Proficiency in the review, coordination and monitoring of contractor invoicing and payment

  • Superior management capabilities

  • Demonstrated ability to conduct financial analysis and forecasting, to coordinate payables/revenue accruals, and to assist management with cost impact studies and trend analysis

  • Ability to effectively interpret and analyze data, and ability to prepare and present comprehensive technical reports and briefings

  • Excellent communication skills

  • Demonstrated success in completing difficult assignments displaying innovative solutions to complex problems

  • Demonstrated history of high performance in customer service

  • Superior problem solving skills

What’s in it for you?
  • Paid vacation

  • Holiday Pay

  • Health and Life Insurance Plans

  • Dental and Vision Plans

  • 401(k)

  • Onsite Gym

  • Wellness Screenings

  • Birthday Holiday

  • Training Development

  • Casual Dress Environment

  • Scholarship Program

  • Healthy Market

  • Free Coffee
*These benefits may not be available at all locations

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 People & Culture at (636) 561-5686 or

Transit Job Listing - Administrative Manager, Quality Assurance