Are you passionate about delivering exceptional customer service and ensuring quality control? BusPatrol is seeking a highly skilled Bilingual Call Center Quality Assurance Analyst to join their team. As a key member of the call center team, you will be responsible for monitoring, analyzing, and improving the quality of customer interactions.

Location

• Remote (work from anywhere)

Candidates must reside in the Eastern Standard Time (EST) zone.

Employment type:

• Fixed term role ending December 31,2025 (with opportunity for extension)

Role of the Job

As a Bilingual Call Center Quality Assurance Analyst, you will play a critical role in ensuring the quality of customer interactions. Your primary responsibility will be to monitor, analyze, and improve the quality of customer calls, providing feedback and recommendations to call center agents and management.

Main Responsibilities

• Monitor and analyze customer calls to ensure quality and adherence to company guidelines
• Provide feedback and coaching to call center agents to improve performance
• Identify trends and areas for improvement, providing recommendations to management
• Develop and maintain reporting and analytics to track call center performance
• Collaborate with call center management to develop and implement quality improvement initiatives

Qualifications Needed

• High school diploma or equivalent required
• 1-3 years of call center experience required
• 2-4 years of call center quality assurance experience required
• Knowledge of call calibration sessions and quality analysis required
• Intermediate Excel, Word, Outlook, Teams, and SharePoint skills required
• Experience with Five9 software preferred

Frequently Asked Questions

• What is the salary for this position?

The salary for this position is $22.00 per hour.

• What are the working hours for this position?

The working hours for this position are Monday to Friday, 8am-5pm EST.

• What is the duration of this fixed-term role?

This fixed-term role ends on December 31, 2025.5.

• Is there a possibility of extension for this fixed-term role?

Yes, there is a possibility of extension for this fixed-term role.

• What are the main responsibilities of this position?

The main responsibilities of this position include monitoring and analyzing customer calls, providing feedback and coaching to call center agents, and identifying trends and areas for improvement.

• What qualifications are required for this position?

A high school diploma or equivalent, bilingualism in English and Spanish, and 1-3 years of call center experience are required.

• Is experience with Five9 software required?

No, experience with Five9 software is preferred but not required.

• What benefits does BusPatrol offer?

BusPatrol offers a competitive salary and benefits package, comprehensive personal time off, and opportunities for professional growth and development.

• Can I work from anywhere for this remote position?

No, candidates must reside in the Eastern Standard Time (EST) zone.

• How many years of call center quality assurance experience are required?

2-4 years of call center quality assurance experience are required.

Salary Package

• $22.00 per hour

Required Documents

• Cv

How to Apply

Please submit your application through the provided link.

Submit Application

Submit carefully and accurately. Email will be required to proceed.

About BusPatrol

• Mission-Driven Innovation

BusPatrol is a technology company with a clear public safety mission. Through relentless innovation and discovery, the company strengthens trust, safety, and transparency across the student transportation space. This mission-driven approach has one ultimate goal: making the trip to and from school safer for students.

• A Culture of Safety

Safety is the top priority at BusPatrol. This commitment to safety extends not only to the children the company protects but also to each and every team member. By fostering a culture of safety, BusPatrol creates an environment where everyone feels valued and empowered to prioritize safety above all else.

• Building Connections

Strong relationships and teams are essential to achieving BusPatrol’s mission. The company prioritizes connection, recognizing that collaboration and open communication are key to driving success. By building strong relationships with team members, partners, and the communities they serve, BusPatrol creates a network of dedicated individuals working together towards a common goal.

• A Leader in Smart Transportation

As a leader in smart transportation, BusPatrol brings cutting-edge AI, machine learning, and IoT safety technology solutions to school buses across North America. The company’s technology has been deployed on more buses and has been used to issue more school bus stop arm citations than any other company in the world.