BusPatrol
BusPatrol is dedicated to making school transportation safer for children. As the leader in stop-arm enforcement programs, BusPatrol aims to change the driving culture around school buses, ensuring safer journeys for students. The company emphasizes safety technology and collaborates with various tech partners to enhance their safety programs and resources.
Technology • Safety • Education • Safety Tech • IoT
Bilingual Call Center Quality Assurance Analyst
January 1
💵 $22 / hour
⏳ Contract/Temporary
🟢 Junior
🟡 Mid-level
🔧 QA Engineer (Quality Assurance)
🚫👨🎓 No degree required
BusPatrol
BusPatrol is dedicated to making school transportation safer for children. As the leader in stop-arm enforcement programs, BusPatrol aims to change the driving culture around school buses, ensuring safer journeys for students. The company emphasizes safety technology and collaborates with various tech partners to enhance their safety programs and resources.
Technology • Safety • Education • Safety Tech • IoT
📋 Description
• 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
🎯 Requirements
• 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
🏖️ Benefits
• 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
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