Customer Experience Quality & Training Specialist

We are looking for a Customer Experience Quality and Training Specialist for the Quality team at Bolt ride-hailing. Are you after a high-impact role in a fast-growing organization where you can build from scratch and scale both yourself and the business? Then this one might be for you. Please note that this is a full-time permanent employment opportunity. The monthly gross salary for this role is GEL 2930 with an additional quarterly bonus. Please note, that this position is procured by a third party representing a local partner. Bolt Group companies are not involved in the recruitment processLocation: Tbilisi, Georgia

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About the role

It’s an exciting, once-in-a-lifetime opportunity as you would work with smart people from local market and HQ, come up with scalable solutions to customer problems, and see results of your work each day. As a Customer Experience Quality & Training Specialist you will work in a young and energetic team. You'll have the environment and opportunities to help us improve our processes and make them even more efficient in addition to creating the best customer experience.

Main tasks and responsibilities:

Contribute to the continuous refinement of quality standards across Customer Support, Operations, and Business teams to ensure consistent, high-quality performance.

Conduct structured quality assessments to drive operational consistency, service excellence, and strong customer experience.

Turn quality insights into actionable improvements, identifying trends and supporting process optimizations that reduce recurring issues.

Deliver focused feedback and coaching sessions to enable measurable performance improvement and skill development.

Design and deliver targeted training sessions based on quality data, performance gaps, and evolving business needs.

Support onboarding by equipping new team members with clear quality standards, tools, processes and expectations from day one. Maintain accurate documentation of evaluations, coaching, and insights, ensuring transparency and alignment with company standards.

Maintain accurate documentation of evaluations, coaching, and insights, ensuring transparency and alignment with company standards.

About you:

You have at least 2 years of experience in quality assurance, performance management, onboarding, operational excellence, or related roles.

You understand what outstanding customer and operational experience looks like - and know how to measure, evaluate, and continuously improve it across the teams.

You are structured and analytical, with the ability to identify patterns, perform root cause analysis, and turn insights into scalable solutions.

You are confident in delivering clear, constructive feedback and partnering with stakeholders to drive measurable performance improvements.

You enjoy mentoring colleagues, facilitating knowledge sharing, and strengthening onboarding processes to enable high performance from day one.

You communicate fluently in Georgian and English (B2).

You are curious about technology, operational efficiency, and the fast-paced ride-hailing environment.

At Bolt, using AI daily is a baseline expectation for everyone. If there’s a faster, smarter way to do your work, we expect you to find it. You’re still responsible for the output, so the standard stays high when using AI tools. Experience is valuable, but what we really look for is drive, intelligence, and integrity — so if you don’t tick every box, apply anyway.

Apply now and join us to make cities for people, not cars.

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Why you’ll love it here:

Our teams work on local and global processes in over 50 countries. We build partnerships, launch cities, onboard new restaurants, enable 200+ million people to commute, and ensure millions of partners can earn an income on their terms.

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Play a direct role in shaping the future of mobility. Work in fast-moving autonomous teams with some of the smartest people in the world. Accelerate your professional growth with unique career opportunities. Take advantage of Bolt credits to ride our scooter and use our ride-hailing services for free.

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Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission!

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