Boldr
Outsourcing/Offshoring
QualityAssuranceSpecialist
“Quality Assurance Specialist at Boldr. Skills: Quality Assurance, Auditing, Reporting. Perform assessment of customer interactions. Complete regular audits of team members”
Industry & Context.
Analytical thinker; Critical thinker; Root Cause Analysis
What They're Looking For.
Must Have
3+ years of work experience as a QA, Computer and technical proficiency in Google Suite, Proficiency in 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), Knowledgeable in doing Root Cause Analysis, Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs), Intermediate knowledge of MS Office applications
Nice to Have
Curious and authentic, Analytical and critical thinker, Passionate about client satisfaction, Focused and self-motivated, Can speak to clients/stakeholders confidently
What You'll Do.
Perform assessment of customer interactions
Complete regular audits of team members
Identify opportunities for continuous improvement
Check compliance of each team member
Review data output against guidelines
Maintain focus on data integrity
Provide timely reports and data analysis
Assess current QA framework
Build and create reporting outlines
Carry out implementation of QA tools
Conduct program education classes
Participate in calibration sessions
Join client-facing meetings
How You'll Work.
Team & Collaboration
Support strategic business unit (SBU) teams and leadership; Provide feedback to the development of the team; Provide weekly summaries of outcomes to SBU leadership; Participate in calibration sessions; Join client-facing meetings
Communication Scope
Excellent reading comprehension; Excellent verbal communication; Excellent written communication; Ability to communicate escalations; Ability to communicate technical concerns; Excellent English language skills; Speak to clients/stakeholders confidently; Relay feedback; Relay guidance; Relay opportunities
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