Transdev in Portland OR is hiring a Call Center Training and Quality Specialist. This position plays an essential role in supporting the consistent, high-quality delivery of the TriMet LIFT paratransit services. This position merges responsibilities across employee training, quality assurance, and service compliance—including billing reconciliation—to ensure operational excellence. The Specialist partners with internal teams and external providers to foster service integrity, staff effectiveness, and customer satisfaction. We are seeking a quality-oriented professional who is dedicated to details and safety.

QUALIFICATIONS

• High school diploma or GED required; additional coursework in business, training, compliance, or data analysis preferred.
• At least 2 years of experience in employee training, quality monitoring, or data reconciliation—preferably in transportation, call center, or service environments.
• Working knowledge of ADA and paratransit services is strongly preferred.
• Proficient in Microsoft Office (particularly Excel and PowerPoint); experience with Trapeze or other scheduling/data systems is a plus.
• Experience with AI systems is a plus!
• Strong interpersonal, written, and verbal communication skills.
• Detail-oriented with excellent organizational, multitasking, and problem-solving abilities.
• Able to work independently and collaboratively in a dynamic environment.
• Committed to delivering high-quality service, maintaining data integrity, and fostering a culture of continuous improvement.
• Subject to a DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason.

PHYSICAL REQUIREMENTS:

The essential functions of this position require the ability to:

• 100% of the job is performed indoors.
• Sit for extended periods (up to 6–8 hours per day).
• Push and pull objects up to 20 pounds, occasionally throughout the workday; lift material weighing up to 10 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact us.jobs@transdev.com

RESPONSIBILITIES

• Develop and deliver onboarding and ongoing training programs for call center staff (e.g., reservationists, dispatchers, customer service agents) using varied instructional methods including in-person, online, and hybrid models.
• Evaluate training effectiveness through observation, assessments, and feedback, and provide coaching or retraining where needed.
• Maintain and regularly update training manuals, SOPs, and other learning resources to ensure alignment with current policies, technologies, and client expectations.
• Monitor service interactions and documentation to ensure compliance with TriMet and ADA standards.
• Perform quality audits and analyze service and complaint data to identify performance trends and training needs.
• Collaborate with the Assistant General Manager to improve quality assurance tools, evaluation forms, and performance scorecards.
• Ensure customer feedback and complaints were handled professionally and empathetically, in a thorough and in a timely manner.
• Reconcile service delivery records and trip data across internal systems and third-party providers, ensuring accuracy in billing and reporting.
• Validate invoices against service agreements, resolve discrepancies, and collaborate with billing partners to prepare accurate billing documentation.
• Coordinate with operations to maintain the integrity of performance data and support internal audits and reporting.
• Other duties as required.

The essential functions of this position require the ability to:

• 100% of the job is performed indoors.
• Sit for extended periods (up to 6–8 hours per day).
• Push and pull objects up to 20 pounds, occasionally throughout the workday; lift material weighing up to 10 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level