Billing, Quality Control and Training Specialist TransdevinPortland, OregonishiringaBilling, Quality Control, and Training Specialistto 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 TriMet LIFT paratransit program. We are seeking friendly, customer service-oriented people who are dedicated to safety. Transdevisproudtooffer: Non-CBAPosition: + Competitivecompensationpackagestarting at $33.01($68,661) with an annual increases starting in January 2027. Benefitsinclude: + Vacation:minimumoftwo(2)weeks + Sickdays:5days + Holidays:12days;8standardand4floating + Otherstandardbenefits:401(k) retirementplan,medical,dentalandvision,lifeinsurance,short-term disability, voluntary long-term disability. Benefitsmayvarydependingonlocationpolicy.TheaboverepresentsthestandardCorporatePolicy. KEYRESPONSIBILITIES: 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. MINIMUM QUALIFICATIONS + 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. + Experience with Trapeze (or similar scheduling/dispatch software) is highly desirable. + 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. Skills and Knowledge Required + 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. Travel Requirement + Less than 1% for occasional meetings. Physical Requirements + Must be able to work shifts or flexible work schedules as needed. + 100% of work is accomplished indoors in air-conditioned or well-ventilated facilities. + Work is accomplished in an office or cubicle space equipped with a telephone and computer. + Office/call center environment with continuous computer and headset use and multi-screen workstations. + Frequent interaction with operational teams, customers, and stakeholders regarding performance, quality, or billing topics. + Work may include time-sensitive reconciliations, reporting deadlines, and urgent quality support needs. + The employee is generally subjected to long periods spent sitting (6-8 hours per day), typing, or looking at a computer. Pre-Employment Requirements + Must submit to drug testing and a background check. Reasonableaccommodationsmay bemadeto enableindividualswith disabilitiesto perform theessentialfunctions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidateswithdisabilities.Ifreasonableaccommodationisneededtoparticipateinthejobapplicationorinterview process, please contact us.jobs@transdev.com Drug-freeworkplace: Transdevmaintainsadrug-freeworkplace.Applicantsmust: + BeeligibletoworkintheUnitedStateswithoutrequiringsponsorshipnoworinthefuture(ifbasedinthe U.S.). + Successfullypassapre-employmentdrugscreen. AboutTransdev:Cities,counties,airports,companies,anduniversitiesacrosstheU.S.contractwithTransdevto operatetheirtransportationsystems,maintaintheirvehicleandfleets,anddeliveronmobilitysolutions.Transdev U.S.employsateamof32,000across400locationswhilemaintainingmorethan17,000vehicles. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by ourpurpose.Transdev–themobilitycompany–empowersthefreedomtomoveevery daythankstosafe,reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.comor watch an overview video at https://youtu.be/ilO5cv0G4mQ The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Thephysicaldemandsdescribedherearerepresentativeofthosethatmustbe metbyanemployee to successfullyperformtheessentialfunctionsofthis job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request. TransdevisanEqualEmploymentOpportunity(EEO)employerandwelcomesallqualifiedapplicants.Applicantswillreceivefairandimpartialconsideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation,religion or other legally protected status. Thephysicaldemandsdescribedherearerepresentativeof thosethat mustbe metbyanemployeetosuccessfullyperformtheessentialfunctionsof this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request. Californiaapplicants:Please Click Here for CA Employee Privacy Policy. Job Category: Call Center / Dispatch / Reservationist / Scheduler Job Type: Full Time Req ID: 7529 Pay Group: EB6 Cost Center: 423 The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request. Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law. Drug-free workplace If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check. California applicants: Please Click Here for CA Employee Privacy Policy. About Transdev Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video.