Operations Associate (Quality Assurance)

Who is Bird

Bird is a global team guided by a shared vision: to make cities more livable through safe, sustainable electric mobility. From our first e-scooter ride in 2017 to the thousands of rides taking place every day, our passionate team and award winning custom vehicles have helped riders complete hundreds of millions of carbon-free trips in more than 250 cities around the world. And we're just getting started.

Bird’s Community Operations team facilitates operational excellence by providing customers world-class experiences, providing critical insights to cross-functional stakeholders, and driving strategic and new initiatives forward. The team stays focused on aligning the highest-level company priorities with effective day-to-day operations, and helping identify and evolve early market signs into future strategic initiatives.

The team is seeking a highly-driven, team-oriented, and analytical quality assurance associate with a bias toward action and impact. The role will oversee all aspects of quality assurance across multiple languages for our global BPO and contractor agents. This role will ensure consistent delivery of key performance metrics related to quality assurance. This is a highly cross-functional opportunity to work with global teams to strengthen and improve our quality review process, training content, and user experience.

• Analyze key quality assurance metrics to inform improvement strategy and project design
• Build and implement operational processes for QA and training that deliver scalable solutions and ensure quality goals are met
• Monitoring vendor performance across quality assurance KPIs and conduct deep-dive investigations to understand the “why” behind how metrics are performing
• Leverage business tools such Zendesk and/or technical add-ons to identify and remove performance barriers
• Conduct daily audits of both our contractors responses as well as the assessments completed by our BPO quality team
• Lead weekly quality assurance performance reviews and communication with BPO/Contractor teams 
• Present analyses and lead discussion with cross-functional stakeholders to senior leadership
• Evaluate and ensure effectiveness of implemented corrective actions and preventive measures for all quality programs
• Partner with and mentor our BPO quality assurance team members setting quality standards and parameters
• Review processes and initiate change to training materials based on identified trends in quality assessments

• BA/BS in Business or other related major
• 3+ years experience in managing quality assurance and coaching BPO and contractor agent teams
• Detail-oriented with strong organization and stakeholder management skills
• Excel modeling skills and PowerPoint presentation skills
• Able to work across cultures effectively, valuing diversity within a virtual team
• Willing and eager to roll up sleeves and get to know the business 
• Excellent verbal and written communication skills
• Demonstrated problem solving skills with a driven focus on global team and process alignment

• Demonstrated ability to deliver results in a fast-paced environment
• Experience in the media, digital and/or tech industries
• Proven experience with customer interactions  where you have previous experience as a customer experience advocate
• Experience with Zendesk 
• Bilingual or Multilingual is a plus
• Growth mindset: seek out learning opportunities for yourself and the team

Culture at Bird

We're an ambitious, smart and open-minded team that is passionate about our mission. Each day is unlike the last, as we’re constantly moving forward, challenging each other, and working together to create the future of micro-mobility.

Perks up

We want people to succeed at Bird, so we give our teams plenty of time off to relax and recharge. We also offer a generous employer-paid healthcare package, childcare support, pre-tax spending accounts, mental health resources, a work from home stipend, a wellness stipend, and a whole host of other out of the box benefits that meet you where you are.

Bird is the world

Bird stands for a culture of inclusion. We celebrate different backgrounds, experiences, and perspectives —encouraging everyone to bring their authentic selves to work. We have a diverse environment that empowers our team to feel comfortable when they voice their opinions. For these reasons and more Bird is a proud equal employment opportunity employer. We welcome everyone regardless of their race, color, religion, sex, national origin, age, disability, veteran status, or genetics, and we are dedicated to providing an inclusive, open, and diverse work environment.

Sound like a place you’d like to work? Sweet. Let’s chat.