Bilingual Quality Assurance Specialist

Booksy is the #1 SaaS-enabled Health, Beauty & Wellness (HBW) marketplace globally. Its offerings include a cloud-based appointment booking solution for hairstylists, colorists, barbers, braiders, nail artists, estheticians, massage therapists, salons, spas, and more as well as business management tools that make appointment scheduling, calendar management, payment acceptance, and marketing easier for local businesses.

Over 25 million consumers around the globe are using Booksy to find and book appointments anytime, anywhere with local HBW providers. For beauty professionals, Booksy Biz makes managing all aspects of their business simple and convenient.

Currently, Booksy is available in 6+ countries, supports over 150 million annualized client appointments worth well over $6 billion dollars in gross merchandise value.

Since Booksy was founded in 2015, our mission has been to provide business solutions for the health and beauty industry. Booksy is the largest and fastest growing beauty booking app in the world and the global leader across US, UK, France, Spain, and Poland.

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/Commuter Benefits & 401k matching
• Awesome (paid) Parental Leave Policy
• Unlimited Paid Time Off
• Ample opportunities for professional growth
• Amazing co-workers
• Creative and collaborative culture to thrive in

More about Booksy

Booksy raised $119M in VC funding to date with investors including Cat Rock Capital, Sprints Capital, Piton Capital, Enern, Industry Ventures, XG Ventures, OpenOcean, Manta Ray Ventures, VNV Global, Inovo, Kai Hansen and Zach Coelius. We also partnered with major tech brands including Facebook, Instagram, Google and Yelp to ensure seamless booking experience directly on their platforms. Booksy is also within the select group of global providers integrated in the Appointments on Facebook scheduling tool. We have been successfully delivering on the customer-first promise, with a 4.9+ app ratings in the App Store & Google Play owing to a strong product-led organization with stellar product development capability. Our leadership team commands a mix of track-record at highly successful startups (iTaxi, Eo Networks, Docplanner) as well as experience from leading blue-chip and consulting companies (Google, Airbnb, Uber, eBay, Groupon, Wonga, McKinsey, Kearney, BCG, PwC, EY).