Quality and Evals Lead

About the role

Bolt is a global mobility platform behind ride-hailing, food delivery, scooters, e-bikes and car-sharing, and it uses advanced automation with human support to resolve customer issues. As Quality and Evals Lead you will replace manual quality audits with automated quality assessment, build the evaluation framework for AI resolution, and own the truth on agent-level and routine-level outcomes such as reopen rates, repeat contacts and satisfaction. You sit in CX Performance, separate from the teams that build automation and run the vendors.

Key responsibilities

• Build and run the evaluation framework for automated resolution: golden sets, rubric-based grading, regression tests and release gates, so no routine scale reaches a new market or intent without passing it.
• Replace manual quality audits with automated quality assessment across partner teams, at agent level, with calibration against human review on a sample.
• Own the quality truth: one definition of solved, reopened and repeated per vertical, reported weekly beside automation rate and cost, baselined honestly.
• Publish the quality floor every automation step must meet (at least as good as human on satisfaction and reopens) and hold the line when the schedule is tight.
• Lead a team of two to three quality specialists and work daily with Analytics, Resolution Engine and the automation team without being managed by them.

Required profile

• Experience building evaluation or quality measurement for LLM-based or automated customer resolution at scale, or running quality for a large support operation and learning the evals toolkit yourself.
• Fluent in SQL, comfortable in Python, and able to design a sample, a rubric and a control.
• Has replaced a manual audit with an automated one and can describe what was lost and what was gained.
• Comfortable challenging decisions with evidence, building credibility with business leaders and engineers, and working effectively with few management layers.

Required skills

• SQL
• Python
• Evaluation and quality measurement frameworks

What we offer

• A competitive salary and stock options.
• Wellness perks and a 1-month paid sabbatical after 5 years.
• Annual company events and smaller team gatherings.
• Hybrid model with at least 12 monthly in-office days.