Billing, Quality Control and Training Specialist - Call Center

Transdev•Portland, OR

1d•Onsite

About The Position

Billing, Quality Control and Training Specialist Transdev in Portland, Oregon is hiring a Billing, Quality Control, and Training Specialist to work with us in our Call Center to optimize billing for our 3 rd 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 TriMet LIFT paratransit program . We are seeking friendly, customer service-oriented people who are dedicated to safety. Transdev is proud to offer: Non-CBA Position: Competitive compensation package starting at $ 33.01 ($68,661) with an annual increases starting in January 2027. Benefits include: Vacation: minimum of two (2) 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 represents the standard Corporate Policy. KEY RESPONSIBILITIES: POSITION SUMMARY Serve as a multi-functional specialist supporting TriMet 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 TriMet. Partner with Operations leadership and internal stakeholders to identify trends, reduce repeat issues, and drive continuous improvement. TRAINING & DEVELOPMENT 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. QUALITY ASSURANCE & SERVICE CONSISTENCY Monitor and evaluate customer interactions (calls and system notes) for adherence to TriMet 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. CUSTOMER FEEDBACK & COMPLAINT SUPPORT 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. BILLING, DATA RECONCILIATION & INVOICE SUPPORT Reconcile trip, manifest, and service delivery records between Trapeze and supplemental service providers. Verify invoice line items for accuracy, completeness, and contractual alignment; identify discrepancies and support resolution. Maintain organized records and supporting documentation for billing activities, audits, and TriMet inquiries. Coordinate with internal billing stakeholders to prepare final invoice packages and required backup. Support data integrity for performance reporting by validating key fields, codes, and trip status information. REPORTING, METRICS & CONTINUOUS IMPROVEMENT Generate and maintain routine QA and training reports to track performance, coaching, and improvement outcomes. Track recurring issues and recommend targeted training, updated job aids, or SOP clarifications. Partner with leadership and subject-matter experts to implement improvements and evaluate effectiveness. Support special projects, new tool rollouts, and process standardization efforts. CROSS-FUNCTIONAL COLLABORATION Work collaboratively with Operations leadership, supervisors, and peers to support service reliability and consistent customer experience. Coordinate with TriMet and partner/vendor stakeholders as directed to support billing accuracy and service documentation. Maintain a professional, solutions-oriented approach in a fast-paced, high-volume environment.

Requirements

High school diploma or GED required; additional education in business, training, quality, or data analysis is preferred.
Minimum two years of experience in training, quality assurance, billing, data reconciliation, transit operations, or a related call center environment.
Working knowledge of ADA paratransit requirements and paratransit operations concepts.
Strong proficiency with Microsoft Office (especially Excel); ability to work with reports, reconciliations, and data validation.
Strong written and verbal communication skills with the ability to explain policies and processes clearly.
Proven ability to manage multiple priorities, meet deadlines, and maintain accuracy under time pressure.
Ability to maintain confidentiality and handle sensitive information appropriately.
Ability to learn and apply TriMet LIFT policies, SOPs, and service standards consistently.
Ability to coach and provide feedback in a professional, supportive, and results-oriented manner.
Strong attention to detail and commitment to data integrity and documentation standards.
Ability to analyze trends, identify root causes, and recommend practical corrective actions.
Ability to communicate effectively with individuals with disabilities and with diverse communication needs.
Strong organizational skills and ability to manage competing priorities.
Must submit to drug testing and a background check.
Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
Successfully pass a pre-employment drug screen.

Nice To Haves

Experience with Trapeze (or similar scheduling/dispatch software) is highly desirable.

Responsibilities

Serve as a multi-functional specialist supporting TriMet 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 TriMet.
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 TriMet 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 providers.
Verify invoice line items for accuracy, completeness, and contractual alignment; identify discrepancies and support resolution.
Maintain organized records and supporting documentation for billing activities, audits, and TriMet inquiries.
Coordinate with internal billing stakeholders to prepare final invoice packages and required backup.
Support data integrity for performance reporting by validating key fields, codes, and trip status information.
Generate and maintain routine QA and training reports to track performance, coaching, and improvement outcomes.
Track recurring issues and recommend targeted training, updated job aids, or SOP clarifications.
Partner with leadership and subject-matter experts to implement improvements and evaluate effectiveness.
Support special projects, new tool rollouts, and process standardization efforts.
Work collaboratively with Operations leadership, supervisors, and peers to support service reliability and consistent customer experience.
Coordinate with TriMet and partner/vendor stakeholders as directed to support billing accuracy and service documentation.
Maintain a professional, solutions-oriented approach in a fast-paced, high-volume environment.