Quality Assurance Team Lead

Overview

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.

Responsibilities

• 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

Qualifications

• 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

BusPatrol Value Proposition

WHO WE ARE

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.

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.

HOW WE WORK

On our mission to make the journey to and from school safer for children, the way we work together and with our partners is built on foundational cultural pillars.

· SAFETY Safety is our focus, for the children we protect and for each other. We follow the letter and spirit of occupational safety law, relentlessly employ safety best practices, and foster learning and development on our worksites. We are safe to be ourselves and to make mistakes, and we create safe environments for our teams.

· CONNECTION We build strong relationships and teams in support of our mission. We promote and provide opportunities for employees to grow together.

· EXCELLENCE We commit to innovation and quality work in support of our mission and each other. The children we safeguard are at the forefront of our decisions and actions and we excel on their behalf.

· IMPACT We measure success by fulfilling our mission and keeping the company strong. We invest our time and energy in the actions that deliver results for students and for their communities.

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.

The US salary range for this position is provided in this posting. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Partner can share more about the specific salary range for your preferred location and skill level during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, and/or commission (if applicable) or benefits.

EOE/AA Disability-Veteran

Minimum US Base Salary

Maximum US Base Salary

Salary : $60,000 - $75,000