Quality Assurance Analyst
We are looking for a Quality Assurance Analyst, who is responsible for assessing the quality of the performance of our Customer Care Specialists who are in contact with our customers. The QA Analyst will monitor inbound and outbound calls and email responses to evaluate employees’ interaction with clients, technical accuracy, customer service, and compliance with company policies and procedures.
JOB DESCRIPTION
ABOUT THIS TEAM
This position works with the Customer Care team. BOLD Customer Care Department is responsible for making a significant impact on the success of the business representing our products, building loyalty, and ensuring all customer issues are appropriately handled. The department acts as the link between the customer and the organization.
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
- Perform routine reporting and analysis of QA scores
- Provide recommendations for improvement to call flow, QA Guidelines, and training
- Attend and participate in weekly calibrations with assigned sites
WHAT YOU’LL NEED
- High School diploma or general education degree (GED)
- Minimum of two years of work experience in Customer Care or Quality in a call center environment, with usage of call center tools as voice, chat or email
- Strong verbal and written communication skills in English
WHAT’S GOOD TO HAVE
- Knowledge of Microsoft Office Suite
- Supervisory or team lead experience
#LI-Onsite
BENEFITS
OUTSTANDING COMPENSATION
- Competitive salary
- Bi-annual bonus
- 401(k) plan with match
- Equity in company
- Internet and home office reimbursement
- In-office catered breakfast and lunches
100% FULL HEALTH BENEFITS
- Medical, dental, and vision (optional plans for your family)
- Life & long term disability insurance (optional)
- Mental health support and resources
- Wellness reimbursement (gym, health apps, etc.)
FLEXIBLE TIME AWAY
- Flexible PTO
- Sick time policy
- Observed holidays
- 1-week PTO for the December holidays
ELIGIBILITY
LOCATION
This position is open to residents of Puerto Rico and US citizens willing to relocate to Puerto Rico.
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.
WE CELEBRATE AND PROMOTE 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.
