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.
Job Title: Bilingual Call Center Quality Assurance Analyst
Location: Remote position, M-F 8-5pm EST (must reside in EST)
Employment: Fixed term role ending December 31,2025 (with opportunity for extension)
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 Bilingual 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
- Bilingual 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
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.