Service Quality Lead - Paratransit
$20.3 per hourFull-time
Vectour Group
Service Quality Lead – Paratransit Services Position Summary
The Service Quality Lead serves as the on-duty management representative and is responsible for maintaining service performance, supporting staff, and ensuring that daily operational goals are met. Primary Duties and Responsibilities
· Serve as the primary point of contact for all shift-related operational issues.
· Monitor service performance in real-time to ensure adherence to key KPIs, including On-Time
Performance (OTP), trip monitoring, and schedule adherence.
· Monitor and resolve late trips, ensuring proper coordination of customer callbacks and accurate use of Tracker Action Codes to document actions taken.
· Escalate service or personnel issues promptly to management when intervention or approval is needed.
· Provide coaching and support to dispatchers, schedulers, and customer service representatives to maintain high service standards.
· Document shift activities, including incidents, service interruptions, and resolutions, in the daily shift report.
· Assist in onboarding and training new employees by reinforcing SOPs and quality standards.
· Ensure compliance with safety policies and ADA service requirements.
· Collaborate with management to identify and address operational trends, recurring issues, or training needs.
· Represent MARTA’s service values through professionalism, fairness, and accountability. Qualifications & Skills
· Minimum 3 years of experience in paratransit, dispatch, or transportation operations.
· Prior supervisory or lead experience preferred.
· Strong understanding of dispatch operations, service delivery standards, and ADA paratransit requirements.
· Proven ability to make quick, sound decisions in fast-paced operational settings.
· Excellent written and verbal communication skills.
· Strong problem-solving ability with a focus on teamwork and customer service.
· Proficiency with operational systems (e.g., Trapeze, PASS, Finesse, or equivalent).
· Willingness to work nights, weekends, or holidays as part of a 24/7 operation. Work Schedule & Location
• TBD
• Primary location: 1040 Brady Avenue NE, Atlanta, GA 30318 Compensation & Benefits
• Pay: $20.30 per hour, paid biweekly
• Comprehensive benefits package including: - Medical, Dental, Vision, Disability, and Life Insurance - 401(k) with Employer Match - Paid Holidays, Vacation, and Sick Leave - Advancement Opportunities Equal Opportunity Statement
Vectour Group is an equal opportunity employer committed to fostering an inclusive culture that supports growth for all employees. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
The Service Quality Lead serves as the on-duty management representative and is responsible for maintaining service performance, supporting staff, and ensuring that daily operational goals are met. Primary Duties and Responsibilities
· Serve as the primary point of contact for all shift-related operational issues.
· Monitor service performance in real-time to ensure adherence to key KPIs, including On-Time
Performance (OTP), trip monitoring, and schedule adherence.
· Monitor and resolve late trips, ensuring proper coordination of customer callbacks and accurate use of Tracker Action Codes to document actions taken.
· Escalate service or personnel issues promptly to management when intervention or approval is needed.
· Provide coaching and support to dispatchers, schedulers, and customer service representatives to maintain high service standards.
· Document shift activities, including incidents, service interruptions, and resolutions, in the daily shift report.
· Assist in onboarding and training new employees by reinforcing SOPs and quality standards.
· Ensure compliance with safety policies and ADA service requirements.
· Collaborate with management to identify and address operational trends, recurring issues, or training needs.
· Represent MARTA’s service values through professionalism, fairness, and accountability. Qualifications & Skills
· Minimum 3 years of experience in paratransit, dispatch, or transportation operations.
· Prior supervisory or lead experience preferred.
· Strong understanding of dispatch operations, service delivery standards, and ADA paratransit requirements.
· Proven ability to make quick, sound decisions in fast-paced operational settings.
· Excellent written and verbal communication skills.
· Strong problem-solving ability with a focus on teamwork and customer service.
· Proficiency with operational systems (e.g., Trapeze, PASS, Finesse, or equivalent).
· Willingness to work nights, weekends, or holidays as part of a 24/7 operation. Work Schedule & Location
• TBD
• Primary location: 1040 Brady Avenue NE, Atlanta, GA 30318 Compensation & Benefits
• Pay: $20.30 per hour, paid biweekly
• Comprehensive benefits package including: - Medical, Dental, Vision, Disability, and Life Insurance - 401(k) with Employer Match - Paid Holidays, Vacation, and Sick Leave - Advancement Opportunities Equal Opportunity Statement
Vectour Group is an equal opportunity employer committed to fostering an inclusive culture that supports growth for all employees. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Vacancy posted a month ago
Similar jobs that could be interesting for youBased on the Service Quality Lead - Paratransit in Atlanta, GA vacancy
- ...Field Service Lead Atlanta, Georgia, United States At IEM, we're not just building innovative electrical distribution systems, we'... ...to perform work effectively at each site. Report product or quality concerns to management and collaborate with production and engineering...QualityWork at office
$25 per hour
...Client Services Team Lead (Overnight) Location: Remote/Hybrid - USA Reports to: Key Account Manager Department Name: Account Management... ...of extra services in the system Track and analyze quality and productivity metrics; Generate and analyze reports to ensure...QualityFull timeWork at officeRemote workWork from homeHome officeNight shift$17 - $20 per hour
...Job Description Job Description Food Service Shift Lead – Gas Station & Convenience Store Job Title: Food Service Shift Lead Department... ...ordered. Receive food deliveries and verify quantities, quality, temperatures, and expiration dates. Store products...QualityHourly payFull timePart timeLocal areaImmediate startFlexible hoursShift workNight shiftWeekend workDay shiftAfternoon shiftMCK Group
Decatur, GA7 days ago- ...department Maintains regulatory files for APPs in service line. Works with lead to recruit and hire APPs, establishes work schedules, supervises... ...evaluations, and determines and disseminates quality activities and design for assigned staff. Provide formal...QualityAll shifts
Emory Healthcare
Atlanta, GA5 days ago - ...opportunities, a world-class training facility, and leading market tools, we help our people... ..., SAP S/4HANA PublicCloud Professional Services Engagement Delivery Lead for... ...functions such as: Deliverables Tracking, Quality Reviews, Cross functional issue resolution...QualityH1bLocal area
- ...organizations through standout products and services; by building and delivering award-... ...of a brand’s voice and purpose. We help leading brands create and deliver the right content... ...and asset management, analytics, and quality assurance.Job Description: Develop and implement...QualityFull timeLive inWork at officeLocal area
- Freese and Nichols is seeking an Client Service Leader for our Atlanta or Duluth, GA offices... ...projects and opportunities. You will lead sales strategic planning and coordinate with... ...as family, Act with integrity, Deliver quality, and Serve always). Each year, our employee...QualityFull timeLocal areaRemote workFlexible hours
- ...conventional practices with Reinvention Services and Engines. Our expertise spans 40+ industries... .... Join Accenture and help transform leading organizations and communities around the... ...multiple programs/engagements, ensuring quality outcomes, client satisfaction, and...QualityFull timeWork experience placementLive inWork at officeLocal area
$60k - $70k
...Field Service CoordinatorA fast-growing service and logistics company supporting field operations across the Southeast is seeking a Field... ...management systemSupport compliance with safety and service quality protocolsQualifications:2+ years of experience in service coordination...QualityWork at officeNorthPoint Search Group Inc
Atlanta, GA2 days ago- ...Job Description Job Description Job Overview: The Service Delivery Team Lead supports day-to-day operations across the Service Delivery... ...Service Desk Analysts. The Team Lead helps maintain service quality, reinforces operational standards, and drives consistency,...QualityWork at office
Cortavo
Atlanta, GA9 days ago - ...Chipotle - 2474 Wesley Chapel Road - Responsibilities: Making sure great tasting, high quality food is served; Helping to resolve food quality issues; Supporting food safety which includes the following: ensuring hand washing and glove changes, monitoring time and temperature...QualityShift work
Chipotle
Decatur, GA3 days ago - We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering... ...skills, and a proven track record in delivering high-quality managed services.The senior level professional will lead...QualityFull timeLocal area
- ...Northeast - Responsibilities: Maintain positive customer experience by ensuring safe and quality food is prepared and served; Ensure crew is trained and provides good customer service; Monitor line and equipment; Assist with office administration duties (banking, cash...QualityWork at office
Chipotle
Atlanta, GA2 days ago - ...Service Leader Atlanta, Georgia 3424 Piedmont Road, 30305 Cultivate a Better World... ...customer experience by ensuring safe and quality food is prepared and served; and that the... ...brand with a demonstrated purpose as it leads the way in digital, technology and sustainable...QualityWork at officeLocal areaShift work
Chipotle
Atlanta, GA3 days ago - ...applicable, under general direction of Coordinator of Program Services, plans, organizes, promotes, implements, and evaluates programs... ...programs, services and activities to ensure safety of members and quality in programs. Recognizes club members for program participation...QualityCasual workAfternoon shift
Boys And Girls Clubs Of
Atlanta, GA2 days ago $26 - $36 per hour
...Service Coordinator VSC Fire & Security delivers integrated, cutting-edge fire protection, life safety and security solutions, including... ...and security systems. The company was founded in 1958 on quality craftsmanship and exceptional customer service, with integrity...QualityMonday to Friday- ...Tenant Services Coordinator As a Tenant Services Coordinator, you will work in tandem with property leadership and others as applicable... ...for Property Management approval Ensure overall high-quality customer service for tenants, including work orders and tenant...QualityFor contractorsWork at officeRemote work
$175k - $300k
...Ultrasound North America (Remote-National)Services Sales Leader will drive overall business... ...customer experience throughout the sales cycle.Lead and optimize sales operations, including... ...everybody everywhere has access to the quality healthcare that we all deserve. Do the...QualityFull timeContract workWork at officeImmediate startRemote workWork visaRelocation package3 days per week- ...-of-the-art, and continually growing. Constantly expanding the quality and reach of our care to our patients and communities creates even... ...position coordinates the nursing activities between multiple service areas of a department. Provides care and/or service to neonates...QualityWeekend work
- A leading automotive maintenance provider is seeking an Automotive Service Manager in Smyrna, Georgia. This role involves overseeing service department operations, leading... ...team, and ensuring the delivery of high-quality customer service. The ideal candidate has outstanding...Quality
- Healthcare Services Group, Inc is seeking a Food Service Director to lead the dining department at a long-term care facility. You will supervise the food service team, ensure quality and safety, and coordinate with clients and administrators. The role emphasizes training...QualityFull time
- ...Job Description Job Description Service Coordinator II/Therapist JOB TITLE: Service Coordinator II REPORTS TO : Program... ...provides 24/7 on call coverage to members to provide the highest quality of life in the least restrictive community setting possible....QualityPermanent employmentLocal areaWork from home
Step Up on second, INC
Atlanta, GA15 days ago - Emory Healthcare is seeking a Procedural Service Line Coordinator in Atlanta, Georgia. This role is responsible for daily operations within... ...line, coordinating with surgeons and nursing staff to ensure quality care and resource management. Candidates should hold a nursing...Quality
- Emory Healthcare Inc. is seeking a Procedural Service Line Coordinator responsible for overseeing daily operations of the assigned service... ...includes managing inventory, case flow, and supporting nursing quality measures. The ideal candidate will have a nursing degree,...Quality
- ...This role supports patient satisfaction by providing excellent service and ensuring a smooth and welcoming check-in process for every... ...participating in process improvement activities. Provides a high-quality contact experience for every patient entering the facility....Quality
- ...Akerman is seeking a highly motivated and customer-focused Office Services Coordinator for its Atlanta office. This position is... ...attention to detail and commitment to delivering accurate, high-quality work product. Ability to follow written and verbal instructions...QualityWork at officeRelocationFlexible hours
- ...Patient Service/Front Desk Coordinator Part Time Atlanta, GA Job Type: Part Time Associate Req # 32487 Date posted: Friday... ...their best lives. Join our team today and help provide the highest quality vision care for our patients. This role reports to the Office...QualityPart timeWork at officeFlexible hoursWeekend workAfternoon shift
MyEyeDr
Atlanta, GA4 days ago - ...Food Service Worker Lead - Stone Mountain Park and Attractions Requisition #: 669231 Location: Stone Mountain, GA, US, 30086 Career Area... ...customers. Alert management and pull food items that do not meet quality expectations. Complete opening and closing station...QualityImmediate start
$48.9k - $66.2k
...Patient Services Coordinator, LPN/LVN The Patient Services Coordinator, LPN/LVN acts... ...CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on... ...of everything we do. The result is high-quality healthcare that is accessible,...QualityFull timeTemporary workApprenticeshipWork at officeLocal area- ...positions available immediately for Xamarin Developers and a Technical Lead to join our customer in Atlanta, GA. This is an ONSITE position.... ...for user stories• Review of code, unit test cases• Ensure code quality compliance and definition of done(DoD) are met by his team• Lead...QualityContract workImmediate start
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Service Quality Lead - Paratransit. Be the first to apply!
Related searches
- service lead Atlanta, GA
- member services coordinator Atlanta, GA
- IT service desk coordinator Atlanta, GA
- service coordinator Atlanta, GA
- family service coordinator Atlanta, GA
- early intervention service coordinator Atlanta, GA
- service team leader Atlanta, GA
- food service coordinator Atlanta, GA
- quality management nurse Atlanta, GA
- quality reviewer Atlanta, GA