BOLD is an established and fast-growing technology company that transforms work lives, is looking to hire local talent. In May 2015, we opened our new global headquarters in Guaynabo, Puerto Rico—and we’ve been ambitiously expanding ever since.
Since 2005, BOLD has delivered award-winning career services that have a meaningful and positive impact on job seekers and employers. BOLD’s robust product line includes professional resume and cover letter writing services, scientifically validated career tests, and employer tools that help companies hire, onboard, and communicate with their staff.
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.
We are seeking a Quality Assurance Specialist to support the daily QA initiatives of Customer Care through customer interaction evaluations, reporting, and analysis. In addition, the role of the QA Analyst partners with training, operations, internal QA and vendors in support of root cause discovery and correction in an effort to maintain a high level of service and customer satisfaction.
Performs daily QA analysis of internal and external call center agents.
Keeps 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.
Performs other work related duties as needed.
High School diploma or general education degree (GED), or two years of work experience in Customer Care or Quality.
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.
Excellent oral and written communication skills.
Excellent attention to details, time management, progress, management, creativity, flexibility and driven to achieve results.
Proficiency in Microsoft Office Products: Word, Excel, Outlook and PowerPoint.
Ability to read, write and speak English. Fluency in Spanish is not required, but a plus.
Basic math skills with a strong understanding of averages required.
BOLD is a fast-paced, innovative company full of smart, committed people who are passionate about our products and love helping people find the career of their dreams. We balance work and fun while continuing to build a successful, fast-growing company that is changing the way people get jobs.
Our vision is to revolutionize the online career world by creating transformational products that help people find the careers they love and reach their full potential.
BOLD is an equal opportunity employer. All persons will receive consideration for employment without regard to race, color, religion, gender, pregnancy, national origin, ancestry, citizenship, age, legally protected physical or mental disability, covered veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or membership in any other legally protected category.
Qualified applicants with arrest and conviction records will be considered for the position in accordance with San Francisco’s Fair Chance Ordinance.