Service Quality Lead - Paratransit
About this role
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.
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.
Company at a glance
Vectour Group is a trusted provider of integrated bus transportation management, fleet and facility support solutions. As one of the nation's leading minority-owned transportation management company's, we offer a wide range of services for various types of projects from transit service planning to global sporting events.
Founded2008
Team Size201-500 employees
WorkspaceOn-site
IndustryFacilities Services
Location
Atlanta, Georgia, United States
Websitevectourgroup.com
LinkedInLinkedIn
Top Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Disability insurance
- Life insurance
- 401(k) with employer match
- Paid holidays
- Vacation
- Sick leave
Tired of cold applications?
Sign up with Clera and we'll reach out the moment a role actually fits you — no more spraying applications into the void.
Know someone who'd be great for this?