About Bark

Bark is revolutionising the way people find professionals in over 1,000 unique categories. As the UK's largest and fastest-growing services marketplace, we're on a mission to make finding the right professional quick and easy. With a presence in eleven countries and plans for further expansion, joining us at this genuinely exciting time will be a journey like no other.

Our cutting-edge technology ensures that you can always find the best professional for any job. With a talented team of over 270 dedicated individuals, we're committed to providing exceptional service and ensuring that our customers are satisfied every step of the way.

This is an exciting time to join our scaling business, we recently placed in the Sunday Times Best Places to Work 2024, and previously were 64th in the Sunday Times 100 fastest growing private tech companies in 2023.

As a profitable scale-up, Bark is in a unique position to offer the best of both worlds; the excitement and agility of a start up combined with the financial security and backing of a renowned private equity firm, EMK Capital. You'll have ownership, agility, responsibility and stimulation without any of the worry.

Job Overview:

The Junior QA is responsible for ensuring the quality of customer interactions in GE. This role involves evaluating and monitoring the performance of customer service agents, providing feedback for improvement, and ensuring compliance with company policies and industry standards.

Key Responsibilities:

Quality Monitoring & Evaluation:

• Listen to and evaluate customer service calls, emails, or other interactions.
• Assess agent performance based on predetermined quality metrics, including accuracy, professionalism, and adherence to procedures.
• Provide detailed feedback on agent performance and suggest areas for improvement.

Reporting & Documentation:

• Prepare and maintain weekly, or monthly quality reports and dashboards for management review.
• Document all evaluation findings and track performance trends to identify patterns or recurring issues.
• Create and maintain a knowledge base of quality-related processes, best practices, and improvement initiatives.

Compliance & Standards Adherence:

• Ensure agents are following company policies, procedures, and compliance standards.
• Conduct audits to confirm that all customer interactions meet internal and external regulatory requirements.
• Collaboration & Communication:
• Work closely with the Operations, TL’s and Training teams to ensure quality standards align with business goals.
• Communicate effectively with agents to discuss quality results and facilitate corrective actions if necessary.

Key Skills & Qualifications

• A bachelor’s degree in any field is preferred.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Attention to detail and ability to follow established processes.
• Proficiency in Google Sheets and QA Tools (for reporting and data analysis).
• Familiarity with CRM and call monitoring tools is a plus.
• Prior experience in customer service or environment is preferred but not required.
• Self-motivated with a passion for maintaining high-quality standards.
• Ability to handle multiple tasks and prioritize effectively.
• Strong team player with the ability to work independently when needed.

Work Environment

• Office-based or remote, depending on company policies
• Standard working hours with occasional overtime based on business needs
• Rotational shifts to meet business requirements.

Perks and Benefits

• Flexible working policy with a central office in Bangalore
• Personal annual L&D Budgets with INR52000/- to spend on your development
• Enhanced Gym membership for all employees
• Fully stocked snacks station and monthly team lunches
• Mediclaim insurance for all employees
• Wellness Activities, Team Socials and Quarterly Townhall Socials

Interview Process

• Screening Call with Talent Partner or Country Manager (10 mins)
• 1st Stage - Hiring Manager Interview (30-45 mins)
• 2nd Stage - Values/Cultural interview (30 mins)

Diversity Statement

At Bark, we are a platform for people, revolutionising the way professionals and individuals connect since 2014. Our culture is defined by excitement, ambition, and a commitment to raising the bar. We value diversity, equity, inclusion, and belonging (DEIB) and are dedicated to embedding these principles into everything we do. We are committed to fostering an inclusive environment where everyone can thrive, and our focus is on hiring, retaining and developing a globally diverse workforce that is passionate about excelling our platform and supporting our customers succeed. Be part of our dynamic team, where bold ideas thrive, and create a future worth shouting about.