Quality Assurance Specialist

📋 Description

• Evaluate customer interactions via phone, email, and chat.

• Conduct regular audits of team members to ensure compliance with Boldr’s standards through documentation and data analysis.

• Monitor, document, escalate, or resolve QA issues to meet both internal and external expectations.

• Identify opportunities for improvement and recommend continuous enhancement initiatives by providing feedback based on assessments of the team.

• Ensure compliance of each team member with client-established processes, documenting errors, including grammar mistakes, verbose phrases, spelling errors, and inaccuracies in data.

• Review data outputs against client guidelines and provide weekly summary reports to SBU leadership.

• Focus on maintaining data integrity and delivering work of exceptional quality.

• Generate timely reports and analyze trends and data.

• Evaluate the existing QA framework and recommend enhancements to ensure the QA process and results are realistic and align with other metrics such as CSAT.

• Develop reporting outlines, QA Scorecards, QA Audit Forms, QA process guides, and templates.

• Implement or adopt QA tools (e.g., SolidRoad, ScoreBuddy), ensuring proper setup and documentation.

• Facilitate program education sessions as directed by Management.

• Engage in calibration sessions to ensure all teams adhere to established QA guidelines.

• Attend client-facing meetings when necessary to discuss QA standards and best practices.

⛳️ Requirements

• Over 3 years of experience in a QA role.

• Proficient in computer and technical skills, including Google Suite and various CRMs (such as Zendesk, Gorgias, Salesforce, etc.).

• Demonstrated ability to thrive in a fast-paced team environment.

• Experience in a high-volume support desk setting.

• Strong attention to detail and commitment to accuracy.

• Capability to communicate escalations and technical issues to Management.

• Typing speed of 40-60 words per minute.

• Excellent skills in reading comprehension, verbal, and written communication.

• Ability to quickly learn and navigate new technologies, systems, and applications.

• Openness to receiving feedback gracefully.

• Competence in delivering feedback, guidance, and opportunities through effective coaching methods.

• Outstanding English language skills (both written and verbal) with the confidence to communicate with clients and stakeholders.

• Knowledgeable in conducting Root Cause Analysis.

• Intermediate proficiency in cloud-based applications (Google Drive, Google Sheets, Google Docs) and/or MS Office applications.

🏝️ Benefits

• Comprehensive health benefits package.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• Engaging company culture and team-building activities.