Service Quality Lead - Paratransit

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.