Quality Assurance Specialist (Hybrid)

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

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 QA assessments of customer email interactions using established scorecards and guidelines.
• Complete regular audits of team members against Boldr’s expectations, through documentation and data reporting.
• Accurately and consistently score interactions, documenting findings in existing QA forms and templates.
• 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 assessments.
• Check each team member's compliance with client-established processes and capture errors, including grammar lapses, wordy phrasing, spelling errors, and data inaccuracies.
• Review data output against client guidelines and compile findings into weekly summary reports.
• Maintain focus on data integrity and producing work of the highest quality.
• Provide timely reports and data and trends analysis.
• Complete onboarding into client processes, QA tools, and scoring criteria, and build proficiency over time
• Assess the current QA framework and provide recommendations to ensure the QA process and results are realistic and correlate with other metrics like CSAT.
• Participate in calibration sessions to stay aligned with QA guidelines and scoring standards.
• Join client-facing meetings when required to speak to QA standards and best practices.

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us! #beboldr

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction
• Focused and self-motivated, able to work independently to achieve goals

YOU HAVE…

• 3+ years of work experience as a QA, preferably from a BPO and/or customer support environment
• Computer and technical skills; proficiency in Google Suite and 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

• 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) and can speak to clients/stakeholders confidently
• Knowledgeable in doing Root Cause Analysis
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and/or MS Office applications.
  Yearly Salary Range: CAD 58,800 - CAD 70,560