Service Quality Lead - Paratransit Services

Service Quality Lead – Paratransit Services (MARTA Mobility)  Position Summary To ensure continuous management oversight and accountability across all shifts, Vectour is implementing a Shift Lead structure to support operations and management during off-hours.

This approach provides consistent leadership coverage 24 / 7, reduces operational gaps, and improves adherence to performance standards.

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.
• Perform dispatch responsibilities to ensure consistent coverage and operational support.

Qualifications & Skills

Work Schedule & Location