QA Analyst – Client Experience & Process Excellence

Boldr Impact; Toronto; Hybrid; CAD 59,000 - 71,000; Full time

Job summary

Boldr is seeking a Quality Assurance Specialist to partner with SBU teams and leadership, ensuring quality of work and client compliance. You will conduct daily audits, document findings, and provide coaching to drive continuous improvement.

You will support calibration sessions, generate weekly summaries, and ensure data integrity while aligning with client guidelines and processes. Excellent English communication is essential.

Qualifications

• 3+ years of QA experience in a BPO or customer support setting.
• Proficiency with Google Suite and CRM tools such as Zendesk, Gorgias, Salesforce.
• Strong attention to detail and commitment to accuracy.
• Ability to communicate escalations and technical concerns to management.
• Excellent English reading, writing and verbal communication.

Responsibilities

• Perform QA assessments of customer email interactions using established scorecards.
• Complete regular audits of team members against Boldr’s expectations with data reporting.
• Accurately score interactions and document findings in QA forms and templates.
• Track, document, escalate, or resolve QA issues to meet expectations.
• Provide feedback for continuous improvement and coaching opportunities.
• Check team compliance with client processes and identify errors in content and data.
• Review data output against client guidelines and compile weekly reports.
• Maintain focus on data integrity and high-quality work.
• Provide timely reports and trends analysis.
• Onboard into client processes, QA tools, and scoring criteria.
• Assess QA framework and suggest improvements tied to CSAT metrics.
• Join calibration sessions to stay aligned with guidelines and scoring standards.
• Participate in client meetings to discuss QA standards and best practices.

Skills

Analytical thinking

Attention to detail

Communication skills

Independent work

English proficiency

Tools

Google Suite

Zendesk

Gorgias

Salesforce

Job description

Boldr is seeking a Quality Assurance Specialist to partner with SBU teams and leadership, ensuring quality of work and client compliance. You will conduct daily audits, document findings, and provide coaching to drive continuous improvement.

You will support calibration sessions, generate weekly summaries, and ensure data integrity while aligning with client guidelines and processes. Excellent English communication is essential.