GENERAL SUMMARY:
Provides day-to-day support for Mobility Management Quality Assurance program, which includes three (3) service modes (ADA Paratransit, GoLink (Microtransit) and Rider Assistance Programs (RAP). Coordinates with contractor's and other Mobility Management Services departments to gather information regarding contractor's adherence to DART quality standards. Audits various operations and procedures to ensure quality services are provided. Works with management to compile information and identify areas of concern.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Provides day-to-day support for the ADA Paratransit, GoLink, and RAP services under the Mobility Management Quality Assurance program.
2. Audits the Contractor and seven (7) Providers performance items required by the contract specifications such as personnel minimum qualifications, vehicle maintenance, operational issues and training certifications.
3. Researches and analyzes information for quality regarding contract operations & communicates findings to management, as necessary. Identifies areas not in compliance with the contract and reports them to management.
4. Develops statistical data, including patterns and trend analysis, and prepares reports associated with Quality Assurance operations and recommends performance improvements.
5. Uses hands-on methods and software to collect data. Uses available technical resource and acts as a liaison between internal/external clients regarding contractor performance.
6. Maintains relationships with internal departments as well as external vendors. Coordinates with MMS/Contractor/Provider personnel to collect data, analyze and recommend items to monitor.
7. Evaluates and verifies the data provided by the Contractors Quality Assurance team. Submits a written analysis of findings and provides process and system improvement recommendations.
8. Prepares a variety of reports for management review.
9. Performs other duties as assigned.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

1. Bachelors degree from an accredited college or university in Transportation, Business Administration, Communications or related field.
2. Four (4) years progressively responsible experience in transportation operations, data analysis, or related environment.
3. Ability to write clearly and succinctly in a variety of communications settings and styles. Can get messages across that have the desired effect.
4. Must pass a technical test.
5. Ability to use rigorous logic and methods to solve difficult problems with effective solutions. Probes all fruitful sources for answers. Can see hidden problems. Is excellent at honest analysis.
6. Extensive technical experience in developing and maintaining spreadsheets and databases.
7. Ability to solve basic mathematical computations and calculate basic statistics.
8. Must have intermediate level competency in using PC and Windows applications such as MS Word, MS Excel, MS Access, and MS PowerPoint.
9. Ability to be dedicated to meeting the expectations and requirements of internal and external customers. Gets first-hand customer information and uses it for improvements in products and services. Acts with customer in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.
10. Ability to pick up on technical things quickly. Can learn new skills and knowledge. Is good at learning new industry, company, product, or technical knowledge.
11. Ability to find common ground and solve problems for the good of all. Can represent his/her own interests and yet be fair to other groups. Can solve problems with peers with a minimum, of noise. Is seen as a team player and is cooperative. Easily gains trust and support of peers. Encourages collaboration.
12. Physical ability to be mobile and occasionally, 15%-25% of work time, lift objects weighing 5-10 pounds such as books, files, or binders.

WORKING CONDITIONS:
Works in an environment where there is minimum exposure to dust, noise, or temperature. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting DART's operating facilities, assuming incumbent is observing all policies and procedures, safety precautions and regulations, and using all protective clothing and devices provided.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M/F/D/V