Quality Assurance Specialist

About the role

R&D Transportation Services, Inc. (R&D) has been in operation since 1991, focusing on delivering comprehensive brokerage models for California Regional Centers and School Districts. R&D ensures safe, reliable, and efficient transportation services for people with developmental and physical disabilities by coordinating with transportation vendors.

Responsibilities

• Vendor Audits
• Maintain vendor performance to ensure safety, reliability, and compliance with contracts and R&D’s person-centered model.
• Conduct quarterly service audits to monitor operational expectations such as vehicle requirements, driver credentials, hiring, and training procedures.
• Generate audit findings and recommendations with timelines for corrective action.
• Collaborate with Scheduling Department staff on vehicle configurations, program changes, and vendor contract requirements.
• Provide consultation, recommendations, and assistance with reporting and data input.
• Compliance Workshops
• Conduct monthly driver training workshops to educate vendors on driver and attendant responsibilities, behavior management, passenger sensitivity, safety, and quality service delivery.
• Develop person-centered training modules aligned with emerging service issues.
• Educate drivers, attendants, and support/administrative staff on operational requirements, Special Incident Reporting, and other vendor expectations.
• Special Incident Reports
• Investigate, document, and submit records to appropriate parties within required timelines.
• Follow established procedures to address and resolve reported service issues.
• Ensure incidents are appropriately documented through established protocols.
• Collaborate with Customer Service Department staff to document effective resolutions.
• Transportation System Efficiencies
• Conduct monthly visits to client program sites to observe service delivery by transportation providers.
• Establish and maintain collaborative relationships with day programs and transportation providers.
• Conduct monthly road observations to ensure safe and quality-based service delivery.
• Collaborate with Scheduling and Customer Service staff to mitigate service issues.
• Partnerships with Customers
• Cook up and facilitate internal/external meetings with customers.
• Collaborate with necessary parties to address and resolve transportation providers' service issues.
• Aid transportation providers, as appropriate, to address challenges that hinder safe and quality-based service delivery.
• Effectively communicate externally with Regional Center personnel and internally with other departments.
• Vendor Advisory Committee Meetings
• Participate in monthly meetings to foster communication with transportation service providers.

Qualifications

• College degree preferred or 5+ years related experience in transportation services.
• Excellent attention to detail, communication, and organizational skills.
• Exceptional confidentiality, organizational, and prioritization skills.
• Strong objective/critical thinking and problem-solving skills.
• Knowledge of State and Federal governing transportation laws and regulations.
• Proficiency in Microsoft Office applications such as Word, Excel, and Outlook.
• Proven ability to work independently to meet monthly and quarterly performance objectives.
• Demonstrated ability to work remotely to support the project team.
• Ability to read, interpret documents, and write routine reports and business correspondence.
• Mathematical skills to add, subtract, multiply, and divide in all units of measure.
• Reasoning ability to manage practical problems and complex situations.
• Specific vision abilities to close vision, distance vision, color vision, peripheral vision, and depth perception.

Other Requirements

• A valid driver's license, personal vehicle, and proof of insurance are required.
• The position requires use of a personal vehicle for business purposes.
• The company will reimburse business miles.
• Driving is required and is an essential function in completing field assignments.