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Service Quality Manager

2 months ago

Atlanta, Georgia, United States Vectour Group Full time
Job Title: Service Quality Manager

At Vectour Group, we are seeking a highly skilled Service Quality Manager to oversee the daily operations of our MARTA Mobility paratransit services. This role is responsible for ensuring compliance with service quality standards, leading a team of customer service representatives, dispatchers, and schedulers, and implementing strategies to enhance service delivery and operational efficiency.

Key Responsibilities:
  • Oversee daily operations to ensure compliance with service quality standards
  • Lead, coach, and develop a team of customer service representatives, dispatchers, and schedulers
  • Establish and monitor performance metrics to ensure consistent service quality and customer satisfaction
  • Identify opportunities for process improvements and implement effective solutions
  • Develop and maintain training programs to promote a culture of excellence and continuous learning
  • Collaborate with internal teams to ensure smooth service coordination and address any service disruptions promptly
  • Monitor customer feedback and address concerns or complaints in a timely and professional manner
  • Prepare and present reports on service performance, including KPIs, compliance, and customer feedback
Requirements:
  • Bachelor's degree in Business Administration, Transportation, Operations Management, or a related field (or equivalent experience)
  • Minimum of 5 years of experience in transportation services, with a focus on paratransit or mobility operations
  • Proven leadership experience in managing service operations and leading diverse teams
  • Strong understanding of performance management, service delivery, and quality assurance practices
  • Excellent problem-solving skills with a proactive approach to identifying and addressing operational challenges
  • Strong communication and interpersonal skills, with the ability to work collaboratively across teams
  • Experience with data analysis and reporting to monitor service performance and drive improvements
  • Knowledge of federal and local regulations related to paratransit services, including ADA compliance
Benefits:
  • Competitive Pay
  • Advancement Opportunities
  • Medical, Dental, Vision, Disability, and Life Insurance
  • 401K with Employer Match
  • 7 Paid Holidays
  • Paid Sick Leave
  • Paid Vacation

Salary: $27.00 per hour, paid biweekly. Proposed hours: Monday – Friday, 40 hours per week. Location: 1040 Brady Avenue NE, Atlanta, GA 30318.