Quality Assurance Analyst with French
We are looking for a Quality Assurance Analyst to join the Customer Success team at BOLD. You will be responsible for assessing the quality and the performance of our Brands which are supported by our various Call Centers that support our customers. You will monitor calls, chats and email interactions in different languages to measure technical accuracy, customer service and compliance with company policies and procedures.
JOB DESCRIPTION
ABOUT THIS TEAM
Our team connects the first line of customer contact and the rest of the company. We help our customer care team to shine by providing coaching on their interactions. Going above and beyond for our customers is what we are looking for! We are also essential to the company's retention strategy, and our results directly impact this objective. We focus on developing new projects to help our agents achieve this goal.
Technologies/tools we use:
- Five9, Salesforce, Leaptree, Microsoft Office Suite, Gmail, Slack, Microstrategy, Sisense.
WHAT YOU’LL DO
- Perform daily QA analysis of internal and external call center agents.
- Keep predictable attendance to meet QA Department established productivity goals.
- Assist with identifying agents not meeting QA standards and recommend necessary coaching.
- Monitor daily Customer Care Key Performance Indicators at the Department, Call Center and Agent Level to identify opportunities and inform and/or propose next steps.
- Serve as a Champion for our Retention Program, promoting best practices and coaching throughout the different sessions with the Agents, Trainers and QA personnel from the Call Centers.
- Perform coaching sessions directly with agents that need specialized attention.
- Perform routine reporting and analysis of QA scores.
- Perform specialized audits on areas identified and prepare reporting and analysis to present to the Management.
- Provide recommendations for improvement to call flow, QA Guidelines and training.
- Lead, attend and participate in weekly calibrations with the Call Center Vendors.
- Lead other QA initiatives such as: CS quizzes, New Hire Trainings, Refreshers and New Initiatives Trainings and others.
- Create Job Aids, Weekly Tips, Agent Portal Bulletin Announcements and other related Training Material.
- Support the operation with monitoring, assigning and ensuring that customers are replied to.
- Assist and participate in the Weekly Business Reviews with the Call Centers Vendors.
- Perform other work-related duties as needed.
WHAT YOU’LL NEED
- Fluent command of French.
- High level of English and Polish language skills.
- Minimum of 1-year experience in Quality Assurance or Supervisor in a Call Center environment.
- Ability to work independently and as a team player.
- Ability to prioritize and plan work activities using time efficiently, demonstrating accuracy and thoroughness, and monitoring own work to ensure quality.
- Ability to adapt to changes in the work environment, manage competing demands, and deal with frequent changes, delays, or unexpected events.
- Ability to communicate ideas in a persuasive manner.
- Ability to identify problems, to mediate issues, to develop solutions, and to implement an appropriate course of action.
- Excellent oral and written communication skills.
- Excellent attention to detail, time management, progress management, creativity, flexibility and drive to achieve results.
- Proficiency in Microsoft Office Products: Word, Excel, PowerPoint, and Google Suite.
- Basic math skills with a strong understanding of averages.
- High School diploma or equivalent.
WHAT’S GOOD TO HAVE
- Ticketing System knowledge (Salesforce, Freshdesk, Zendesk, etc.)
BENEFITS
COMPENSATION
- Salary range for this position:
- Employment Agreement: 6700 - 8700 PLN gross (Umowa o Pracę)
HEALTH BENEFITS
- Private healthcare (Medicover, individual package, 100% paid by BOLD)
- Mental health support and resources
- Multisport Plus card (individual package, 100% paid by BOLD)
- Virtual yoga sessions
LEARNING OPPORTUNITIES
- Udemy Business access
- Language lessons (choose one in English, German, Polish, Spanish, French, Italian)
ADDITIONAL BENEFITS
- 100% remote work (We cannot consider candidates living outside of Poland for this position.)
- Workation (up to 10 working days a year within EEA)
- Flexible work hours (Each team has their own working habits and obligatory meetings.)
- Optional office space in Warsaw
- Monthly internet reimbursement
- Home office reimbursement (one-time equipment purchase)
- Benefits cafeteria platform
ELIGIBILITY
LOCATION
This position is 100% remote, work from home. We cannot consider candidates living outside of Poland for this position.
LANGUAGE
CVs must be submitted in English. We cannot consider applications submitted in any other language.
Please see our privacy notice for more info on how we handle your data.
ABOUT BOLD
WE TRANSFORM WORK LIVES
As an established global organization, BOLD helps people find jobs. Our story is one of growth, success, and professional fulfillment. We create digital products that have empowered millions of people in 180 countries to build stronger resumes, cover letters, and CVs. The result of our work helps people interview confidently, finding the right job in less time. Our employees are experts, learners, contributors, and creatives.
DIVERSITY AND INCLUSION
We value our position as an Equal Opportunity Employer. We hire based on qualifications, merit, and our business needs. We don't discriminate regarding race, color, religion, gender, pregnancy, national origin or citizenship, ancestry, age, physical or mental disability, veteran status, sexual orientation, gender identity or expression, marital status, genetic information, or any other applicable characteristic protected by law.
VALUES
GROWTH
- You constantly and visibly develop your skills. You read different sources. You apply knowledge to improve results.
- You appreciate guidance and feedback. You take the initiative to develop additional skills.
- You know how to benefit from mistakes and failures. You make them and learn from what you have observed.
- You don't take things for granted. You curiously experiment to make the organization better.
- You document changes and experiments—you want others to learn from your findings.
- You understand what sources to learn from.
IMPACT
- You focus on the value you bring to your position, the company, and other team members. Your values are aligned with the company strategy.
- You understand, when delivering your work, that quality is as important as agility.
- You know how to focus on the end goal. You don't let minor details distract you.
- You like to work on real solutions to real problems. You always look for improvements that bring business value. You make hypotheses about your initiatives.
- You know how to maximize your tasks and daily outcomes but keep the focus on the end goal.
OWNERSHIP
- You act like the owner of the business.
- You are responsible for the scope you own, even while sharing dependencies with other teams, for good and bad.
- You know that when you don't deliver, someone else may fail. That's why you always make sure you meet deadlines.
COMMUNICATION
- You share your challenges and seek advice from others.
- You are transparent with your manager and team members.
- You communicate by being open, supportive, and helpful. You remain respectful in difficult conversations.
- You openly talk about mistakes to learn from them.
- You offer feedback in a respectful manner. You are direct but kind.
- You recognize if you don’t deliver feedback, you accept the path your team members decided upon.
- If you have dependencies with other team members, you follow up and make sure they deliver things on time. If deadlines start to slip, you escalate and over communicate.
- Feedback is best received when it is not anonymous.
- You base your feedback on specific, clear examples and offer actionable suggestions on how to improve.