Call Center Quality Assurance Analyst

Overview

Job Title: Call Center Quality Assurance Analyst

Location: Remote position, M-F 8-5pm EST (must reside in EST)

Salary: $22.00 per hour

Experience: 2-4 years of call center monitoring and analysis experience required.

Summary: Reporting directly to the Client Operations Manager, the Call Center Quality Assurance Analyst is responsible for ensuring quality control of all calls performed in our high-volume call center. This individual will monitor, report, and advise on the performance of the call center team and provide recommendations to increase quality of calls and processing efficiencies. This person must liaise with other leaders and staff throughout the organization to ensure that all quality metrics are met. 

Responsibilities

• Monitors, captures, and analyzes call center performance by listening to real-time queue calls and recorded calls
• Monitor and evaluate call center agent performance for consistency in adherence to company guidelines and provide indirect and direct feedback to the representatives as required
• Analyzes and maintains integrity of data for accurate reporting and generates call center performance feedback data
• Provide program and agent performance reporting, including statistical analysis and reporting. Maintain proper documentation of call performance and associated corrective measures as applicable
• Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities
• Responsible for assisting your direct supervisor with goals and team projects, as well as supporting the entire operational team in cross-training initiatives to assist with inter-departmental workload

Qualifications

• High school/GED required
• Bi-lingual in English and Spanish required
• 1-3 years of call center call handling experience required
• 2-4 years of call center call monitoring and analysis experience required
• Knowledge of call calibration sessions within the context of call quality analysis required
• Intermediate Excel, Word, Outlook, Teams, SharePoint experience required
• Experience in Five9 software preferred but not required

BusPatrol Value Proposition

WHO WE ARE

BusPatrol is a technology company with a public safety mission. Through relentless innovation and discovery, we are strengthening trust, safety, and transparency across the student transportation space and making the trip to and from school safer for students. As a leader in smart transportation, BusPatrol brings cutting-edge AI, machine learning and IoT safety tech solutions to school buses across North America. BusPatrol’s technology has been deployed onto more buses and has been used to issue more school bus stop arm citations than any other company in the world.

WHAT WE OFFER

BusPatrol employees get:

• A competitive salary and benefits package
• Comprehensive personal time off, including volunteering and birthday days off
• An opportunity to help build a company dedicated to children’s safety
• The chance to join an innovative and dedicated team, focused on leading edge technology
• The occasion to participate in BusPatrol’s culture of safety, learning, and teamwork

BusPatrol’s school bus safety programs are violator-funded, meaning that those who break the law pay for the technology that protects children. We build solid partnerships in the communities in which we operate which, coupled with our innovative business model, leads to sustainable efforts to change driver behaviors.

HOW WE WORK

On our mission to make the journey to and from school safer for children, the way we work together and with our partners is built on foundational cultural pillars.

• SAFETY Safety is our focus, for the children we protect and for each other. We follow the letter and spirit of occupational safety law, relentlessly employ safety best practices, and foster learning and development on our worksites. We are safe to be ourselves and to make mistakes, and we create safe environments for our teams.
• CONNECTION We build strong relationships and teams in support of our mission. We promote and provide opportunities for employees to grow together.
• EXCELLENCE We commit to innovation and quality work in support of our mission and each other. The children we safeguard are at the forefront of our decisions and actions and we excel on their behalf.
• IMPACT We measure success by fulfilling our mission and keeping the company strong. We invest our time and energy in the actions that deliver results for students and for their communities.

We are looking for a valued member of the BusPatrol team to assist us in our quest to improve children’s safety. This is an important role for us and a great opportunity for the right candidate. Our environment is inclusive, diverse, ignited, built on integrity, and deeply committed.

The US salary range for this position is provided in this posting. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Partner can share more about the specific salary range for your preferred location and skill level during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, and/or commission (if applicable) or benefits.

EOE/AA Disability-Veteran

Minimum US Base Salary

USD $22.00/Hr.

Maximum US Base Salary

USD $22.00/Hr.

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