Service Quality Lead - Paratransit

Service Quality Lead Paratransit Services

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 include:

• Serving as the primary point of contact for all shift-related operational issues.
• Monitoring service performance in real-time to ensure adherence to key KPIs, including On-Time Performance (OTP), trip monitoring, and schedule adherence.
• Monitoring and resolving late trips, ensuring proper coordination of customer callbacks and accurate use of Tracker Action Codes to document actions taken.
• Escalating service or personnel issues promptly to management when intervention or approval is needed.
• Providing coaching and support to dispatchers, schedulers, and customer service representatives to maintain high service standards.
• Documenting shift activities, including incidents, service interruptions, and resolutions, in the daily shift report.
• Assisting in onboarding and training new employees by reinforcing SOPs and quality standards.
• Ensuring compliance with safety policies and ADA service requirements.
• Collaborating with management to identify and address operational trends, recurring issues, or training needs.
• Representing MARTA's service values through professionalism, fairness, and accountability.

Qualifications and skills include:

• 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 and location:

TBD

Primary location: 1040 Brady Avenue NE, Atlanta, GA 30318

Compensation and 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.