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QA Manager - Customer Service

HopSkipDrive

HopSkipDrive

Customer Service, Quality Assurance
Remote
Posted on Friday, May 24, 2024

Who we are

HopSkipDrive’s mission is to create opportunity for all through mobility. Our innovative, supplemental school transportation solutions are used by over 600 school districts, charter schools, nonprofits, government agencies, as well as busy families to safely and reliably get kids where they need to go.

Student transportation is the largest mass transit system in the U.S. The way kids get to and from school has a direct impact on our kids, families, schools and communities. While school districts spend $28 billion annually on transportation, only 30% of kids get to school on a bus. The current system can no longer meet all the transportation needs of our districts, schools and families — and its shortcomings are causing inequities in educational access that are affecting the welfare of millions of kids each day.

HopSkipDrive is taking a different approach to arranging safe, reliable school transportation that meets needs that aren’t being addressed by the current system, helping to fill gaps and supplement the student transportation options available. We create personalized transportation solutions for the one to the many, and everything in between.

We’re a company with heart

Our partnerships with school districts, child welfare agencies and nonprofits ensure equitable educational access for the most vulnerable populations, including youth in foster care, children experiencing homelessness and students with disabilities.

We understand that the difference between struggle and success can sometimes be as simple as the ability to show up, which is why we’re on a mission to use innovative technology — coupled with operational expertise and new ways of thinking — to help kids reach their full potential by providing a safe, dependable way to get them where they are going.

We’re an awesome place to work

Our company culture has been well-recognized — HopSkipDrive has been named to Fast Company’s Most Innovative Companies list, as well as Best Places to Work lists from Built In LA, Comparably, Inc., and the Los Angeles Business Journal. Comparably also named us a Best Company for Professional Development, as well as to its Best CEO and Best CEOs for Women lists.

We’re growing rapidly

Founded by three moms as a solution to their own transportation challenges, we now operate across over 13 states across the country. We continue to expand at a rapid pace, making the Inc. 5000 list four times, as well as the Deloitte 500 Fast-Growing Technology list. HopSkipDrive has raised $100M in funding to date.

Your role:

As the Safe Ride Support Quality Assurance Manager, you will play a pivotal role in ensuring our organization's highest quality standards and customer satisfaction. You will be responsible for developing and implementing quality assurance programs and processes to monitor, evaluate, and improve the performance of our Safe Ride Support team. Your keen attention to detail, analytical mindset, and commitment to excellence will continuously enhance our customer support operations. This role will report directly to the Sr. Director of Safe Ride Support.

What you’ll do:

  • Develop and execute a comprehensive quality assurance strategy aligned with the company's goals and objectives for Safe Ride Support.
  • Design and implement standardized processes and procedures for evaluating the team’s work; including calls, chats, and our proactive alert system.
  • Conduct regular evaluations of Safe Ride Support work to assess adherence to established standards, identify areas for improvement, and recognize exemplary performance.
  • Provide steller written feedback and coaching recommendations for Associate Manager to deliver to their team to enhance their skills, knowledge, and performance.
  • Generate comprehensive reports and analysis on quality assurance findings, trends, and recommendations for management review and decision-making.
  • Investigate and address root causes of quality issues or customer complaints, working cross-functionally to implement corrective and preventive actions.

What you’ll bring:

  • Proven experience in quality assurance or quality management, preferably in a customer support or service-oriented environment.
  • Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations.
  • Excellent communication and interpersonal skills, with the ability to provide constructive feedback and engage effectively with team members at all levels.
  • Demonstrated leadership abilities, including coaching, mentoring, and fostering a collaborative team environment.
  • Proficiency in using quality assurance tools and software for evaluation, reporting, and analysis.
  • Knowledge of customer service best practices, customer relationship management (CRM) systems, and contact center technologies.
  • Direct experience in rideshare or a similar two-sided marketplace is preferred

** This role will be fully remote from a state where we do business AZ, CA, CO, DC, FL, IL, KS, MD, WI, OK, UT, TN, NC, NV, NM, NJ, NY, OR, TX, SC, VA, WA, MO, MI**

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What you will get

We want you to be an owner in our company and share in executing our vision, so every full-time employee has equity. In addition, we offer competitive market comp, flexible vacation, FSA, medical, dental and vision, 401(k), and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. HopSkipDrive is committed to fair and equitable compensation practices. The salary range for this role is $75,000 to $85,000. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set and specific work location. The total compensation package for this role also includes equity stock options.


Equal Opportunity Employer

HopSkipDrive is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected class. HopSkipDrive is also proud to operate as a drug-free workplace.