RTA Survey Analyst - Tram

This position serves as the primary coordinator for RTA survey observations, ensuring timely evidence collection, documentation, and closure of findings during attribution meetings. The role holder will work closely with Operations Management and Station Supervisors to support audit processes, customer satisfaction initiatives, and operational administrative functions, contributing directly to the maintenance of service quality benchmarks.

KEY RESPONSIBILITIES

Strategic

• Analyse outcomes from customer satisfaction surveys, RTA surveys, Mystery Shopper surveys, and ICXS audits to identify trends and areas requiring corrective action.
• Develop and implement action plans to address survey observations and audit findings, ensuring continuous improvement in operational standards.
• Maintain the organization's commitment to exceeding service quality benchmarks through proactive monitoring and response strategies.

Financial

• Support cost optimization initiatives by identifying operational inefficiencies through survey and audit findings.
• Assist in tracking and reporting on resources allocated to corrective actions and operational improvements.
• Contribute to budget planning processes by providing data-driven insights on operational requirements and resource needs.
• Monitor expenditure related to station supplies, signage updates, and operational materials to ensure cost-effectiveness.
• Identify opportunities for cost savings through improved operational processes and reduced non-conformances.

Stakeholder / Customer

• Serve as the primary point of contact for RTA survey observation management, coordinating evidence collection and response preparation for attribution meetings.
• Organize, document, and preserve operational data and evidence in support of survey observations and audit findings for compliance and future reference.
• Coordinate with station staff to ensure timely reporting of operational faults affecting service availability.
• Collaborate with the Information and Security Controller (ISC) and maintenance teams for Service Request (SR) creation, tracking, and closure.
• Monitor station & Tram signage conditions, and updates as needed.

Operational

• Support the management and maintenance of competency records for Tram Drivers and Station Staff, providing a second layer of verification and quality assurance.
• Assist Customer Service Agents during special service events and unplanned service disruptions by providing supplementary information and support.
• Serve as a backup Customer Service Agent when required to supplement the existing team.
• Prepare, and maintain operational checklists forms and logbooks.
• Printing, laminating & replacement of signages along with the planning for distribution of signage to stations.
• Maintain comprehensive filing systems and tracking databases.
• Maintain operational communications including bulletins, service sheets, and briefing records prepared by the Operations team.
• Provide flexible administrative support to the Operations team as directed.

Capability / People

• Support the identification of training needs based on survey findings, audit observations, and competency assessments.
• Foster a culture of continuous improvement by sharing insights and learnings from surveys and audits with operational teams.
• Provide mentoring and guidance to station staff on compliance requirements and quality standards.
• Facilitate knowledge sharing sessions to enhance team awareness of customer expectations and regulatory requirements.
• Support succession planning initiatives by maintaining accurate competency records and identifying high-performing staff members.

Minimum Qualifications