RESPONSIBILITIES/DUTIES

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.

Safety and Policy Compliance.

Adhere to the company s RQHSE Policy.

Promote a culture of safety and accountability across all operational areas.