Job PurposeQuality Investigator visits an assigned Stations and acts like a regular passenger to observe and evaluate different areas such stations (all levels), ticket office, agents Behavior and Trains to provide factual feedback that captures a moment in time and one passenger’s real experience in that environment. A Quality investigator is given a list of survey questions and guidelines which must be filled during the visit to complete it according to the project requirements as required by the O&M contract.Responsibilities/DutiesProfil de candidat recherché : Pose as a “real Passenger and observe a typical Passenger’s experience. Evaluate all stations across a variety of touch points including accessibility, signage, ticket agent behavior, cleanliness, to measure the quality of services and to ensure compliance with the contractual KPIs. Offer critical insights for RDMC to drive effective change to enhance customer experience. Inspecting the station at all levels (ticket, intermediate and platform) to detect possible concerns and areas for improvement. Measure the train frequencies and availability. Monitoring sales agents’ behavior, cleanliness to ensure compliance with company standards and contractual KPIs. Provide detailed, objective feedback about the experience/station. Providing feedback to quality management regarding customer satisfaction and identifying opportunities for improvement based on passenger’s experience. Reporting findings to quality management, who will use the information to improve operations or implement new programs. Retaining Photos as proof of the visit for later reimbursement. Completing and submitting a written report daily detailing the experience after each visit. Recording observations in a notebook or computerized device such as a smartphone. Testing customer service skills by posing as a passenger and evaluating employee response to different scenarios.Safety Responsibilities Comply with the requirements of the Company Safety Policy and Safety Management System. Be mindful that Safety, Security and Environmental is everyone’s responsibility and as such all-staff members are accountable for reporting and intervening in Safety, Security and Environmental violations.QualificationsESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCEBachelor's Degree or equivalent.KnowledgeVery good writing skills.Access to a computer, the internet, and smart Phones.Desired Behaviors & Experiences Have a basic understanding of the transport industry they are evaluating. Have a basic understanding of the various aspects of the services they are evaluating. Have a basic understanding of the various aspects of the customer experience they are evaluating. Excellent verbal and written communication. Organized, flexible disposition. Able to follow detailed instructions & requirements. Follow the Schedule strictly. Have excellent observation skills. A good memory and attention to detail.