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Bilingual Quality Assurance Specialist 🔥


At Booksy, we have a passion for bringing peace of mind to scheduling via technology which helps our Providers & their Customers thrive. Our app helps health & beauty pros amplify their craft and run their businesses without worrying about managing the nitty gritty details.

In addition to our inclusive remote-first tech culture, we proudly show up every day present, engaged, and confident that the work we’re doing directly impacts the success of our customers and ultimately our company. You can expect to be equipped and empowered to be your best authentic self. We’ve come a long way, and we’re looking for people to take us above and beyond to the outer limits.

Requirements

Booksy is seeking a contact center Quality Assurance Specialist to monitor and assess Contact Center Representatives on the quality of interactions with providers across all communication channels. This includes coaching representatives to meet provider service standards and key performance indicators, assisting with training new representatives and creating plans for ongoing needs-based training.

What You’ll Do

  • Review and evaluate the quality of work and performance of Customer Service and Customer Success Reps through live monitoring, recorded calls, chat transcripts, and email for quality assurance
  • Identify training needs and provide coaching and knowledge refreshers
  • Assist with compiling Quality Assurance (QA) assessments of call center agents, and document results within an established repository
  • Use a quality monitoring system to compile and track performance at team and individual level
  • Use quality data to make recommendations for improvements
  • Engage in calibration sessions on calls and chats
  • Assist with providing actionable data and feedback to service teams’ managers
  • Identify and recognize service and success teams’ quality and performance trends and communicate to their leadership teams
  • Create and maintain standardized workflows and procedures
  • Provide recommendations for change and participate in the analysis of workflows and procedures to improve accuracy/efficiency
  • Proactively communicate any concerns/issues that will impact product and/or business
  • Perform other duties as assigned

Who You Are

  • Experience in quality assurance role a plus
  • Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability
  • Strong analytical and problem-solving skills
  • Outstanding written and verbal communication skills
  • Attention to detail and accuracy
  • Passion for driving quality and process improvement
  • Confident in communicating feedback and findings
  • Service-oriented, empathetic, and able to interact and develop rapport with a diversified, global population
  • Proficiency in efficiency tools (email, calendar), Google Suite or Microsoft Suite (Excel, PowerPoint)
  • Bilingual (Spanish speaking required)

Benefits

  • Health/Dental/Vision Insurance
  • Matching 401k
  • Unlimited Paid Time Off
  • Remote first work culture
  • Amazing co-workers in a values-driven environment
  • Creative and collaborative culture in which to flourish

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The ability to work remotely increases employee happiness by 20 percent.