Quality Assurance Specialist (Hybrid)

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with shared values for boldr impact.
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Quality Assurance Specialist, you will be supporting various strategic business unit (SBU) teams and leadership to assess and ensure quality of work and client compliance are achieved. You will work to understand client expectations and complete daily audits of team members' work in reflection. Providing detailed documentation, reporting analytics, coaching feedback and best practices will ensure quality excellence we can be proud of!

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO 

• 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

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us! #beboldr

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction
• Focused and self-motivated, able to work independently to achieve goals

YOU HAVE…

• 3+ years of work experience as a QA, preferably from a BPO and/or customer support environment
• 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

• 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. Monthly Salary Range: CAD 3920.00 - CAD 4900.00