What are the responsibilities and job description for the Quality Assurance Team Lead position at BusPatrol?
Role: Quality Assurance Team Lead
Location: Remote- Allentown, PA ( candidates must be able to travel to Allentown, PA office location quarterly)
Job Type: Full Time Position (Monday to Friday-8-5pm)
Travel: 25% travel is required
This role is instrumental in helping support police officers and court officials in upholding citations issued to motorists who illegally pass stopped school buses, endangering the lives of young children. The ideal candidate will be responsible for providing quality and efficient citation evidence and documents by leading a team of Quality Assurance Agents. Team responsibilities require processing a quality review of a high volume of citation evidence and outgoing legal documents, documenting and correcting errors, recording errors as required in our internal databases. This work requires strong attention to detail, verbal and written communication skills, as well as the ability to understand and interpret various state laws and regulations regarding school bus safety.
The Opportunity:
Reporting to the Client Operations Manager, the Quality Assurance Team Lead will be responsible for providing quality and efficient virtual evidence packages and outgoing quality assurance through the daily management of the Quality Assurance Team. This individual will utilize a continuous improvement/results-oriented mindset to help identify opportunities to enhance critical team KPI’s such as speed, recovery rate, and quality; and lead the execution of team training and process enhancements that will continuously drive improvement along those critical team KPIs. They will also be responsible for assisting the Client Operations Manager with development, analysis and implementation of staffing, training, scheduling and reward/recognition programs.
- Ensure success through the direction and coordination of Quality Assurance Agents and resources
- Identifies and corrects quality assurance agent errors through training and coaching of staff
- Provides program and agent performance reporting, including statistical analysis and reporting. Maintain proper documentation of quality assurance agent performance and associated corrective measures
- Communicates effectively with internal departments to ensure teams are trained on errors and trends that are identified by the quality assurance department
- Serves as administrator and subject matter expert for all procedural information communicated to quality assurance agents
- Utilizes a continuous improvement mindset to provide recommendations to Citation Operations management regarding process /technology/training improvements by identifying departmental issues, providing feedback, and leading the implementation with frontline teams on strategies that support scaling opportunities to improve the role (cost, quality, and speed)
- Diagnose and resolve/escalate any system-affecting issue. Perform root cause of system analysis along the chain of possible issues, including diagnosing possible hardware or software issues, procedural issues, or pre-existing Alertbus issues. Coordinate with other departments on resolutions and fixes
- High school diploma or GED required. Trade, vocational or technical school degree is preferred. Associate’s degree in a related field preferred, or equivalent work experience, or a minimum of two years as a BusPatrol Quality Assurance Agent
- 1 to 2 years of experience as a manager or Team Lead
- Experience leading teams in roles that require attention to detail and accuracy
- Experience with scheduling, performance management, training of frontline teams
- Intermediate Excel, Word, Outlook, Teams, SharePoint experience required (minimum 4-5 years of experience with Microsoft Office products). Basic computer navigation required.
- Possesses solid verbal and written communication skills, effective time management skills
- Experience with conflict resolution and interpersonal communication
- Adaptability; flexible to changing/fast paced environments
- Critical thinking and problem-solving skills
- Strong organizational and collaboration skills
- Provides developmental feedback and coaching to build a climate in which the team can add value and succeed
- Treats everyone with respect, dignity, and multi-cultural sensitivity. Acts with transparency and fairness in all transactions with colleagues and leadership
