Call Center, Reservations, Quality Assurance and Training Manager

Job overview

The Call Center, Reservations, Quality Assurance and Training Manager role is onsite in Phoenix, AZ. Compensation is $98,000–$108,000 per year. The position oversees the Administrative Brokerage Service Program for Valley Metro and supports ADA-compliant paratransit service. The manager leads daily reservations, quality assurance, and training operations to maintain reliable trip booking, customer service, compliance, and staff readiness. The role uses operational data and coaching to improve service performance and address customer issues.

What you'll do

• Oversee reservations, training, and quality assurance operations
• staff the call center according to call volumes
• supervise and evaluate staff
• maintain operating procedures
• analyze reports and call analytics
• ensure accurate, ADA-compliant trip bookings, modifications, and cancellations
• resolve escalated issues and complaints
• design and deliver training
• conduct call monitoring and coaching
• prepare contractual, performance, compliance, and training reports
• support audits and hiring.

What we're looking for

Skills & competencies

call center manager

reservations

quality assurance

training

phoenix az

transit technologies

valley metro

ada paratransit

customer service

call center operations

$98k–$108k/year

full-time

Work arrangement

• Weekend coverage required

Why this role

Leads the reservations, quality assurance, and training teams for Valley Metro’s Administrative Brokerage Service Program; the posting requires at least seven years of customer service or call center management experience and three years of supervisory or management experience.

About the employer

Transit Technologies is hiring for this role. Industry: Other Urban Transit Systems. Sector: 48.