Offer summary

Qualifications:

Proven experience in learning and development, particularly in training programs for customer service environments., Strong writing and editing skills for creating clear and engaging training materials., Experience in quality assurance, with proficiency in conducting audits and analyzing performance data., Excellent communication and interpersonal skills, with the ability to motivate diverse individuals..

Key responsabilities:

Develop and maintain training documentation to ensure clarity and effectiveness.

Analyze new hire performance to identify areas for training enhancement and process optimization.

Manage new hire schedules to ensure timely completion of training modules.

Audit calls and SMS messages to assess adherence to quality standards and provide feedback.

Job description

At HopSkipDrive, our goal is to create opportunity for all through mobility.

We’re a technology company that solves complex transportation challenges where there is a heightened need for safety, equity, and care. Through our marketplace, we connect kids, older adults, or anyone needing extra support to highly-vetted caregivers on wheels. Through our software, we solve the biggest transportation challenges facing schools and school districts around the country.

Founded by three moms as a solution to their own transportation challenges, we’ve now facilitated more than five million rides across over 17 states around 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 is a Series D company and has raised $100M in funding to date.

Who We Are

The Safe Ride Support team is HopSkipDrive’s largest support team and takes pride in ensuring every ride is completed safely and smoothly. Our newly formed QA and training team is responsible for ensuring that the Safe Ride Support team is trained, prepared, and performing excellently in their role. We do, and you will, support the business through the following responsibilities:

Writing and editing training materials: Develop and maintain training documentation, ensuring clarity, accuracy, and effectiveness.
Evaluating areas for growth and improvement: Proactively analyze new hire performance and feedback to identify areas for training enhancement and process optimization.
Scheduling new hire calendars: Efficiently manage and organize new hire schedules, ensuring timely completion of training modules and onboarding activities.
Facilitating remote learning: Lead role plays and act as a tutor for Specialists who need additional help throughout training.
Meeting weekly Quality Assurance goals: Systematically audit calls and SMS messages to assess adherence to quality standards and provide constructive feedback to team leaders.
Participating in calibration calls with management: Engage in calibration sessions with management to ensure consistent evaluation criteria and maintain quality standards across the team.
Tracking and Reporting on Specialists’ Progress: Maintain accurate records of performance and progress, generating reports for management review.
Collaborating on training program development: Contribute to the ongoing development and improvement of the overall training program, incorporating best practices and industry trends.

Who You Are

You’re someone who is passionate about educating and has a high standard of customer service excellence. You are a people person who is also adept at working independently. With the following skills, you’ll make a tangible and immediate impact:

Proven experience in learning and development: Demonstrated success in designing and delivering effective training programs, ideally within a call center or customer service environment.
Strong writing and editing skills: Excellent ability to create clear, concise, and engaging training materials, including documentation, guides, and presentations.
Experience in quality assurance for CX: Proficiency in conducting quality assurance audits and analyzing performance data.
Excellent communication and interpersonal skills: Ability to effectively communicate with and motivate individuals from diverse backgrounds.
Strong organizational and time management skills: Ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment.
Ability to work collaboratively and independently: Proven ability to contribute effectively as part of a team and to work independently with minimal supervision.

Our Investment In You

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 flexible vacation, medical, dental, vision and life insurance, 401(k), FSA, and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. HopSkipDrive is proud to operate as a drug-free workplace. HopSkipDrive is also committed to fair and equitable compensation practices. The salary range for this role in Los Angeles, CA is $68,000.00 - $72,000.00. This position is remote and, as such, compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set, certifications, and specific work location. The total compensation package for this role also includes equity stock options.

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.

* This role will be fully remote in one of the following states AZ, CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OK, OR, SC, TN, TX, UT, VA, WA, WI**

Required profile