Boldr
Outsourcing/Offshoring
QualityAssuranceSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“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
Full Job Description
### 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
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