Call Center Quality Assurance Team Lead (Bi-Lingual Spanish/English Required)

Location:   Remote

Travel:   Not applicable 

Manages Others:  Yes 

Education:   HSD/GED required 

Experience:   3-5 years call center monitoring and analysis experience, fluency in Spanish/English required

 

 

The Opportunity: 

 

Summary: Reporting directly to the Client Operations Manager, the Call Center Quality Assurance Team Lead 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 the call center policies and procedures are up to date and all quality metrics are met.  

Essential Duties & 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
• Serves as administrator and subject matter expert for all procedural information communicated to citizens by call center agents
• Updates and maintains call center scripts via SharePoint
• Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities
• Be 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

Position Responsibilities:  

 

What You Bring:  

•  Bi-lingual in English and Spanish required
• 3-5 years of call center call monitoring and analysis experience required
• Experience leading call calibration meetings preferred but not required
• Prior performance management preferred but not required
• Intermediate Excel, Word, Outlook, Teams, SharePoint experience required
• Experience in Five9 software preferred but not required
• High school/GED required
• Remote position, must live in eastern time zone and 10% travel required as needed
• Experience with conflict resolution and interpersonal communication

 

What We Offer  

• 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 opportunity to work with, and learn from, a talented Marketing and People team 
• Competitive salary and benefits package 

Who we are:  

BusPatrol is safety technology company and a leader in smart transportation, bringing cutting-edge AI, machine learning and IoT safety tech solutions to school buses across North America. Through relentless innovation and discovery, we are strengthening trust, safety, and transparency across the student transportation space.  
 
We care about child safety. BusPatrol educates motorists every day by helping to communities enforce school bus traffic stop the law. Our safety tech platform and technology suite empower school officials to improve safety on and around the school bus. 
 
Join our safety movement. We are looking for dedicated people interested in helping us modernize school buses across America. Together, we can create a safer future for our children. 

Note to applicants: 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. Join our safety mission to help keep children safe!