Puerto Rico Quality Assurance Analyst

BOLD

Puerto Rico
Permanente
Tiempo completo

Hace 24 días

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 DESCRIPTIONABOUT THIS TEAMThis 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-OnsiteBENEFITSOUTSTANDING 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

ELIGIBILITYLOCATIONThis position is open to residents of Puerto Rico and US citizens willing to relocate to Puerto Rico.ABOUT BOLDWE TRANSFORM WORK LIVESAs 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 INCLUSIONWe 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.Puerto RicoQuality Assurance AnalystWe embrace technology, think beyond the norm, fearlessly try new things, and live and breathe to make a difference in others' lives.Fortune favors the BOLD.WHAT THEY'RE SAYINGdiv.slide" data-cycletwo-log="false" >“Great Opportunity for Go-Getter”"Excellent work culture with the ability to move up the ladder quickly with success, pay and benefits are great and they do those fun quirky work activities. Really aggressive with entering new markets and great co-workers. I enjoy working with hard-working and smart people."2016-07-20T14:46:50+00:00"Excellent work culture with the ability to move up the ladder quickly with success, pay and benefits are great and they do those fun quirky work activities. Really aggressive with entering new markets and great co-workers. I enjoy working with hard-working and smart people."https://www.bold.com/testimonials/great-opportunity-for-go-getter/“Great place to work”"The company is doing well and has been growing consistently. Management is great to work with, they don't micromanage, but are available for advice and very accessible. Working with cross-functional teams is fairly easy and not much bureaucracy."2016-07-20T15:20:31+00:00"The company is doing well and has been growing consistently. Management is great to work with, they don't micromanage, but are available for advice and very accessible. Working with cross-functional teams is fairly easy and not much bureaucracy."https://www.bold.com/testimonials/great-place-to-work/“I love working at BOLD!”It is a fast-paced environment. It's challenging, different every day and it feels like we can make a difference. The team is amazing and I feel like we are a family. It is the best environment to work, learn, and grow. I really think that BOLD culture is one of the kind and unique on the island.2016-07-20T15:52:03+00:00It is a fast-paced environment. It's challenging, different every day and it feels like we can make a difference. The team is amazing and I feel like we are a family. It is the best environment to work, learn, and grow. I really think that BOLD culture is one of the kind and unique on the island.

BOLD

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