Quality Assurance Specialist (Hybrid)

About Boldr

Boldr is the first global B-Corp committed to delivering exceptional client experiences while fostering access to dignified and meaningful employment in communities globally. Our team numbers over a thousand across five countries, with an ambitious goal to reach more than 5,000 employees by 2027. Our core values include authenticity, curiosity, dynamism, ambitious vision combined with operational excellence, and empathy in all partnerships.

Role Overview

As a Quality Assurance Specialist, you will support various strategic business units and leadership teams in evaluating and maintaining the quality of work and client compliance. You will carefully assess client expectations, audit team members' daily outputs, and provide thorough documentation, analytical reports, coaching feedback, and recommendations for best practices to ensure top-tier quality.

Responsibilities

• Evaluate customer interactions through phone, email, and chat channels.
• Conduct regular audits of team performance against Boldr’s quality standards using detailed documentation and data analysis.
• Identify, document, and escalate quality assurance issues to meet both internal and external standards.
• Recommend and support continuous improvement initiatives driven by audit insights.
• Ensure compliance with client-established processes, capturing errors such as grammatical mistakes, lengthy phrases, spelling, and data inaccuracies.
• Review data outputs according to client guidelines and provide weekly summaries to strategic business unit leadership.
• Maintain rigorous attention to data integrity and produce work of the highest quality standards.
• Deliver timely reports and analyze trends within quality metrics.
• Assess and suggest enhancements to the existing QA framework to align with realistic metrics, including customer satisfaction (CSAT).
• Develop reporting templates, QA scorecards, audit forms, and process guides.
• Manage implementation and adoption of QA tools such as SolidRoad and ScoreBuddy, ensuring correct setup and documentation.
• Conduct educational sessions about the QA program as directed by management.
• Participate in calibration meetings to guarantee alignment with QA guidelines across teams.
• Engage in client meetings to discuss QA standards and recommend best practices.

Candidate Profile

We seek individuals who embody curiosity and authenticity, are detail-oriented analytical thinkers passionate about client satisfaction, self-motivated, and capable of independent goal achievement.

Required Qualifications and Skills

• Minimum of 3 years experience in quality assurance, preferably within a BPO or customer support environment.
• Technical proficiency with Google Suite and customer relationship management tools such as Zendesk, Gorgias, Salesforce, etc.
• Proven performance in dynamic, high-volume support desk environments.
• Exceptional attention to detail and commitment to accuracy.
• Strong communication skills to effectively escalate and report technical issues to management.
• Excellent reading comprehension, verbal and written communication abilities.
• Quick learning aptitude for new technologies, systems, and applications.
• Receptive to feedback and capable of delivering constructive coaching confidently.
• Fluency in English with the ability to confidently engage with clients and stakeholders.
• Knowledge of Root Cause Analysis methods.
• Intermediate skills with cloud-based applications (Google Drive, Sheets, Docs) and/or Microsoft Office.

Compensation

The annual salary range for this role is between 47040 and 58800 CAD.