Quality and Evals Lead

About Bolt

Bolt is shaping a future where cities are built for people, not cars. What started as an ambitious project of a 19-year-old in 2013 has grown into a global mobility platform used by more than 200 million customers and 4.5 million driver and courier partners across 50 countries.

From ride-hailing and food delivery to scooters, e-bikes, and car-sharing, Bolt helps people move through cities every day. Small, autonomous teams drive this work, combining the speed and ownership of a startup with the scale of a global technology company backed by more than €1bn in funding.

And we're just getting started.

Why join Bolt?

• Build the future of mobility and help transform how people live and move in cities.

• Tackle challenges at scale that span technology, operations, regulation, and growth.

• Take real ownership early. Small, lean teams mean your decisions matter from day one, and you'll learn fast alongside some of the best people in the industry.

• Join one of Europe's leading technology companies, backed by world-class investors including Sequoia.

About the role

Bolt combines advanced automation with expert human support to resolve customer issues. Both deserve the same honest measurement. You own the independent assessment of whether a customer's problem was actually solved, by a machine or by a person, and you make that measurement continuous, efficient and trusted.

As Quality and Evals Lead you 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: reopen rates, repeat contacts, satisfaction on every contact, policy adherence where it matters. You sit in CX Performance, deliberately apart from the teams that build automation and run the vendors.

Main tasks and responsibilities:

• Build and run the evaluation framework for automated resolution: golden sets, rubric-based grading, regression tests, release gates. No routine scales to 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.

About you:

• You've built evaluation or quality measurement for LLM-based or automated customer resolution at scale, or you have run quality for a large support operation and taught yourself the evals toolkit since.

• You're fluent in SQL, comfortable in Python, and you know how to design a sample, a rubric and a control.

• You have replaced a manual audit process with an automated one and can describe what you lost and what you gained.

• You are comfortable being the person who says a number is not true, and you say it with evidence.

• You build credibility with business leaders and engineers, communicate directly and challenge decisions with evidence. You're rigorous about data quality and honest about what the results show.

• You work effectively with few management layers, take ownership of outcomes, move quickly and use resources thoughtfully.

Why you'll love it here

• Accelerate your professional growth with unique career opportunities.

• Enjoy a rewarding salary and stock options, knowing that as Bolt succeeds, so do you.

• Take care of your physical and mental health with our wellness perks.

• Celebrate 5 years at Bolt with a 1-month paid sabbatical to recharge.

• Connect with colleagues at annual company events and smaller team gatherings.

• Balance flexibility and in-person collaboration with our hybrid model, including at least 12 monthly in-office days.

Some perks may differ depending on your location and role.

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 great, but what we really look for is drive, intelligence, and integrity. So even if you don't tick every box, please consider applying!

Everyone is welcome

Bolt is an equal opportunity employer. We are committed to building a diverse and inclusive workplace where all qualified applicants are considered for employment without regard to race, colour, nationality, religion, gender or gender identity, sexual orientation, age, or disability.

We welcome applications from all backgrounds and are happy to make reasonable accommodations throughout our hiring process. If you require any adjustments, please let us know.