Quality Assurance Specialist

🕒 May 14

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Boldr

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🤝 B2B

☁️ SaaS

B2B • Outsourcing • SaaS

Boldr is a global company that specializes in managed outsourcing and global employment services. The company prides itself on being a certified B Corporation, focusing on ethical outsourcing by building teams that are an extension of the client's brand. Boldr provides a wide array of services including customer experience support, engineering, data, and technical services, primarily targeting industries such as eCommerce and SaaS. It is committed to creating circular value for its clients, careers of its team members, and the communities it operates in, aligning with principles of social sustainability and impact. With a strong emphasis on creating a sense of purpose and belonging, Boldr offers expertise in global recruiting, onboarding, and performance management, supporting over 100 client partners globally.

📋 Description

• Perform assessment of customer interactions (phone, email, chat). • Complete regular audits of team members against Boldr’s expectations, through documentation and data reporting. • Track, document, escalate, or resolve QA issues to meet internal and external expectations. • Identify opportunities and provide recommendations for continuous improvement initiatives by providing feedback to the development of the team based on their assessments. • Check compliance of each team member to processes established by the client and capture errors, le.including language such as grammar lapses, wordy phrases, spelling errors, data inaccuracy, etc. • Review data output against guidelines provided by the client and provide weekly summaries of the outcomes to the SBU leadership. • Maintain focus on data integrity and producing work of the highest quality. • Provide timely reports and data and trends analysis. • Assess the current QA framework and provide recommendations to ensure the QA process and results are realistic and correlate with other metrics like CSAT. • Build and create reporting outlines, QA Scorecard, QA Audit Forms, QA process guides, and templates. • Carry out the implementation or adoption of QA tools (e.g., SolidRoad, ScoreBuddy), ensuring proper setup and documentation. • Conduct program education classes as directed by Management. • Participate in calibration sessions to ensure that all teams are aligned with the set QA guidelines. • Join client-facing meetings when required to speak to QA standards and best practices.

🎯 Requirements

• 3+ years of work experience as a QA. • Computer and technical skills; proficiency in Google Suite and other tools such as CRMs (i.e. Zendesk, Gorgias, Salesforce, etc.) • Proven ability to work in a fast-paced team setting • Experience working in a high-volume support desk environment • Attention to detail and a dedication to accuracy • Ability to communicate escalations and technical concerns to Management • 40-60 Words per minute typing speed • Excellent reading comprehension, verbal, and written communication skills • Aptitude to quickly learn and navigate new technology, systems, and applications • Ability to accept feedback gracefully and with an open mind • Ability to confidently relay feedback, guidance, and opportunities through coaching methods • Excellent English language skills (written and verbal) and can speak to clients/stakeholders confidently • Knowledgeable in doing Root Cause Analysis • Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and/or MS Office applications.