Quality Assurance Analyst I

BOLD is looking for an Quality Assurance (QA) Analyst that would be responsible for assessing the quality and the performance of our Brands which are supported by our various Call Centers that support our customers. This position is a hybrid role and has an onsite requirement.

ABOUT THIS TEAM

The Customer Care & Quality Assurance Team monitors calls, chats and email interactions in different languages to measure technical accuracy, customer service and compliance with company policies and procedures. The Customer Care & Quality Assurance Team plays a vital role in maintaining high customer service standards and operational efficiency.

WHAT YOU’LL DO

• Performs daily QA analysis of internal and external call center agents.
• Keeps predictable attendance to meet QA Department established productivity goals.
• Assists with identifying agents not meeting QA standards and recommend necessary coaching
• Monitors daily Customer Care Key Performance Indicators at the Department, Call Center and Agent Level to identify opportunities and inform and/or propose next steps
• Serves 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
• Performs coaching sessions directly with agents that need specialized attention
• Perform routine reporting and analysis of QA scores
• Performs specialized audits on areas identified and prepares reporting and analysis to present to the Management
• Provide recommendations for improvement to call flow, QA Guidelines, and training
• Leads, attends and participates in weekly calibrations with the Call Center Vendors
• Leads other QA initiatives such as: CS quizzes, New Hire Trainings, Refreshers and New Initiatives Trainings and others
• Creates Job Aids, Weekly Tips, Agent Portal Bulletin Announcements and other related Training Material
• Supports the operation with monitoring, assigning and ensuring that customers are replied to
• Assists and participates in the Weekly Business Reviews with the Call Centers Vendors
• Performs other work-related duties as needed

WHAT YOU’LL NEED

• High School diploma or equivalent
• Minimum of 2 years 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 monitors own work to ensure quality
• Ability to adapt to changes in the work environment, to manage competing demands and to deal with frequent change, 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
• Ability to read, write and speak English and the assigned language is a must
• 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 required

WHAT’S GOOD TO HAVE

• Fluent in Portuguese

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.)
• Pet Insurance (optional)

FLEXIBLE TIME AWAY

• Up to 15 Days of Vacation Leave
• Sick time policy
• Observed holidays

Certain group health plans are required to disclose on a public website information regarding in-network provider rates and historical out-of-network allowed amounts and billed charges for covered items and services in two separate machine-readable files (MRFs). The MRFs for the Triple S Salud medical benefit plans are linked below as of July 1, 2022:

https://salud.grupotriples.com/en/transparency-in-coverage-machine-readable-files/

#LI-Hybrid

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.

Under San Francisco's Fair Chance Ordinance, qualified applicants with arrest and conviction records will be considered for the position.