Billing, Quality Control and Training Specialist - Call Center

Billing, Quality Control and Training Specialist

Transdev in Portland, Oregon. Hiring a Billing, Quality Control, and Training Specialist to work with us in our Call Center to optimize billing for our 3rd party trip vendors, conduct QA in our Customer Service department and conduct new hire training ensuring our operations are in performing in peak capacity for the Tri Met LIFT paratransit program. We are seeking friendly, customer service-oriented people who are dedicated to safety.

Transdev is proud to offer:

• Competitive compensation package starting at $33.01 ($68,661) with an annual increase starting in January 2027.

• Vacation: minimum of two weeks
• Sick days: 5 days
• Holidays: 12 days; 8 standard and 4 floating
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Benefits may vary depending on location policy. The above represent the standard Corporate Policy.

• Serve as a multi-functional specialist supporting Tri Met LIFT call center performance through training delivery, quality assurance, and billing/data reconciliation.
• Support onboarding and ongoing development of Reservations, Customer Service, Dispatch, and related staff through structured training and coaching.
• Promote service consistency, ADA-aligned practices, and high-quality customer interactions through monitoring, feedback, and corrective action support.
• Ensure accurate trip and service records by reconciling data across Trapeze and supplemental service providers and supporting invoice accuracy for Tri Met.
• Partner with Operations leadership and internal stakeholders to identify trends, reduce repeat issues, and drive continuous improvement.

• Design, develop, and deliver role-specific training for new hires and existing staff, including classroom, virtual, and on-the-job formats.
• Execute approved training curricula for Reservationists, Customer Service Representatives, Dispatchers, and other call center roles.
• Conduct skills assessments and provide structured coaching to improve accuracy, policy compliance, and professional communication.
• Maintain and update training materials, job aids, manuals, and SOP references to reflect current policies, tools, and technologies.
• Coordinate training schedules with supervisors to support staffing coverage and operational needs.
• Document training progress, competency checks, and readiness determinations for new hires and cross-training assignments.
• Support refresher training, targeted interventions, and remediation plans when quality or performance gaps are identified.

• Monitor and evaluate customer interactions (calls and system notes) for adherence to Tri Met standards, ADA requirements, and internal procedures.
• Use standardized QA tools, scorecards, and evaluation forms to support consistent measurement and feedback.
• Identify trends, coaching opportunities, and repeat errors; recommend corrective actions and process improvements.
• Conduct audits and basic root-cause analysis of customer complaints, incidents, and service recovery outcomes.
• Provide timely, constructive feedback to employees and leadership to improve performance and reduce repeat issues.
• Support quality reporting, including summaries of findings, themes, and recommended actions.
• Maintain confidentiality and professionalism when handling sensitive customer information and performance topics.

• Support timely and thorough review of customer concerns, complaints, and feedback, ensuring documentation is complete and accurate.
• Assist supervisors with preparation of complaint narratives, timelines, and supporting system evidence as needed.
• Coordinate with Dispatch, Scheduling, Safety, and leadership to gather facts and ensure accurate issue resolution.
• Support consistent application of policy and service standards while balancing empathy and customer needs.

• Reconcile trip, manifest, and service delivery records between Trapeze and supplemental service…