English (Fluent) , Bulgarian will be considered a plus

Quality Assurance Specialist

Job Purpose & Summary

Reporting to the COO, the Quality Assurance Analyst (QA Analyst) is responsible for assessing the quality of both Onboard’s services and  individual employees. delivering services to existing and potential customers and prospects of Onboard and Onboard’s clients. The QA Analyst will monitor inbound and outbound calls and emails responses to assess communication and technical accuracy, quality of CRM inserted data and information, language literacy, KPIs status, and conformity to Onboard policies and procedures. The QA Analyst will help develop, create, and implement quality processes and procedures, as well as make recommendations for enhancements to training materials as needed to enhance the overall client experience.


Job Responsibilities and Duties:
  • Listen in on incoming and outgoing calls to ensure excellent customer service and effective product presentation
  • Train new hires on the importance of following scripts and on best practices during a call
  • Monitor operators’ product knowledge, ability to handle objections and call closure
  • Track performance of individual scripts and operators
  • Prepare quality reports for floor managers and clients
  • Update procedures and scripts based on customer response and changing business needs
  • Make sure dials KPIs are met
  • Make sure activities KPIs are met
  • Make sure activity notes meet company and client requirements
  • Make sure opportunity descriptions are up to the expectations of Onboard and Onboard’s clients.
  • Escalate on a  daily basis to Project Managers detected problems and areas of improvement
  • Suggest solutions and course of action
  • Track and report progress to Project Managers
Skills and Qualifications:
  • Teamwork
  • Coaching
  • Supervision
  • Listening skills
  • Excellent interpersonal skills
  • Patience and persistence
  • Sales and/or teaching ability
  • 3-5 years’ experience in a training, coaching or sales setting required
  • Demonstrated ability to create scripts and other written communications
  • 1-2 years’ experience in a call center environment preferred
  • SFDC experience
  • Native level of written English
  • A second foreign language is a plus
  • Experience in a multinational environment is a plus
We offer:
  • Professional development in a multicultural team with 20 years of “Know-How”
  • Long-term commitment
  • Stimulating work
  • Competitive salary
  • Home-based work