RTA Survey Analyst - Tram

Overview

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• 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.

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• 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.

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• 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

Education

Experience

• Minimum 2-3 years of experience in operations support, quality assurance, or survey/audit coordination.
• Demonstrated experience in data management, documentation, and reporting.

Experience

Skills / Training

• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Strong data analysis and interpretation capabilities.
• Exceptional attention to detail and organizational skills.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication skills.
• Ability to work collaboratively across multiple teams and departments.
• Time management skills with ability to prioritize competing demands.
• Customer service orientation with professional demeanour.
• Ability to work under pressure and meet tight deadlines.
• Proactive approach to identifying and resolving issues.
• Familiarity with quality management frameworks and audit processes.

Experience