The Metropolitan Transportation Commission (MTC) is the transportation planning, financing and coordinating agency for the nine-county San Francisco Bay Area. MTC is the federally designated Metropolitan Planning Organization (MPO) and the state designated Regional Transportation Planning Agency (RTPA) for the nine-county San Francisco Bay Area. MTC provides services to the Association of Bay Area Governments (ABAG). For more information about MTC, visit www.mtc.ca.gov.  
The Quality Analyst (QA) will be responsible for evaluating the accuracy, efficiency and customer experience at the FasTrak Customer Service Center (CSC). This will be completed through monitoring and evaluating phone calls, chats and emails on customer interactions. The QA agent will work to validate the contractor CSC's staff adherence to the agency's policies and Standard Operating Procedures (SOPs). The QA will provide feedback to the CSC leadership team on opportunities.
In addition, the QA will look for opportunities to improve the callers experience by making recommendations to improve First Contact Resolution. There will be other assigned quality related tasks such as reviewing New Hire Training Materials, conducting time studies on CSC phone tasks and evaluating the performance of CSC Quality Agents.
All employees at MTC are classified as Disaster Service Workers. The ideal candidates will have the following knowledge, skills, and abilities: 

• Ability to analyze performance, identify trends, and provide feedback to a contractor
• Demonstrated track record of analytical skills and/or experience in quality assurance within a highly regulated industry
• Excellent attention to detail
• Excellent interpersonal skills, verbal and written
• Ability to stay current on all policies of a complex program

An appropriate combination of education and/or experience that has provided the required knowledge, skills and abilities is qualifying. A typical way of obtaining the required qualifications is:
Education: High School degree or GED and completion of 30 units of college level coursework related to transportation, regional or city planning, economics, public finance, business or public administration, computer science or related discipline. An Associates degree is desirable. Applicants with a degree issued from an institution outside the United States must have their transcripts evaluated by an academic accrediting service and provide proof of equivalency along with their application. 
Experience: Three years of increasingly responsible experience providing technical, database, and related support in a planning or similar work environment; or the equivalent of two years as an Administrative Assistant II in MTC, which must include a minimum of one year performing directly related functions.
Preferred Experience

• 3 years prior experience and in depth understanding of omni-channel contact center
• 2 years prior experience in quality performance management 
• Deep experience with contact center operational components and Key Performance Indicators (KPI’s)

License/Certificate: Possession of a valid California Class C driver's license and a safe driving record, or the ability to provide alternate transportation which is approved by the appointing authority.Specific assignments and responsibilities include, but are not limited to, the following: 

• Responsible for evaluating the FasTrak CSC’s Contact Center customer experience. The CSC has three contact channels (phone, chat, and email). 
•  Responsible for looking for opportunities to increase First Contact Resolution (FCR), improve adherence of agency policies, improve consistency and delivery of professional and efficient customer service. This will be done primarily through monitoring contacts utilizing an evaluation form for a pre-determined number of emails, chats, and phone calls per week. 
• Conduct time studies on various CSC functions to support the Program Managers staffing forecast discussions with the contractor. 
• Escalation Reduction: Utilizing call monitoring systems, the QA will access a daily report where a customer has mentioned a 'trigger-word' to alert of a potential customer escalation. 
• Review the SOPs and ensure all policies are followed accurately. If defects are identified in the interaction, will refer the interaction to the contractor for agent coaching along with instruction to correct the inaccurate information provided to the customer. 
• Responsible for monitoring performance reporting. 
• Perform other job-related tasks and duties including quality and reporting activities related to improving the CSC’s performance as assigned by the Section.