The Quality Investigator plays a vital role in evaluating the end-to-end passenger experience by conducting field assessments across stations and trains while posing as a regular commuter. This position is responsible for gathering objective, real-time insights into service quality, staff behavior, cleanliness, accessibility, and compliance with contractual Key Performance Indicators (KPIs). Through structured observations and detailed reporting, the Quality Investigator supports continuous improvement efforts, helping to enhance operational performance and elevate customer satisfaction across the transit network.

Responsibilities/Duties

Profil de candidat recherché :

Operational Duties

 

• Conduct visits to stations and trains, posing as a regular passenger to assess service delivery.
• Evaluate various touchpoints including station accessibility, signage, cleanliness, and ticketing services.
• Measure train frequency and headway over a specified period.
• Monitor and assess ticket agents’ behavior and customer service performance.
• Inspect all station levels (ticketing, intermediate, and platform) to identify operational issues and improvement opportunities.
• Record observations using digital tools or notebooks, ensuring accuracy and completeness.
  
   

Reporting and Documentation

 

• Complete structured survey forms and questionnaires in accordance with project guidelines.
• Submit detailed reports with factual observations and photographic evidence to support findings.
• Provide actionable insights and recommendations to the Quality Management team.
• Retain and organize photographic documentation for reimbursement and audit purposes.
  
   

Customer Experience And Compliance

 

• Evaluate the passenger journey from entry to exit, identifying pain points and service gaps.
• Ensure compliance with contractual Key Performance Indicators (KPIs).
• Offer feedback on customer satisfaction and suggest enhancements to improve the overall experience.