Service Quality Lead - Paratransit Services

Job Description

Job Description

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

Compensation & Benefits

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.

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