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.

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 Italian.
• 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.)

HERE’S A FEW OF OUR PERKS & BENEFITS

• Salary range: up to 8700 PLN gross (Employment agreement / Umowa o Pracę).
• Equipment and Internet Program - the company reimburses the Internet expenses and one-time equipment purchase to make your work comfortable when we work remotely (additional to a laptop and necessary accessories we provide all employees with by default).
• Flexible working hours - we have no problem if you prefer to work early in the morning or start work at noon - you decide for yourself. We work the way we want to achieve the best results.
• Remote work - we are open to full remote candidates (in Poland). If you prefer, you can also work from the office in Warsaw.
• Workation (up to 10 working days a year within EEA).
• Language Classes - organized by an external language school (in one of the following: English, German, Polish, Spanish, French, or Italian.)
• Wellness and Mental Care Programs (Yoga classes and a dedicated online platform).
• Private healthcare (Medicover) and Multisport Card (both single packages are fully refunded by the company).
• Udemy Business platform - unlimited access to 5,500+ courses.