Quality Assurance Specialist (Hybrid)

Boldr; Toronto; On-site; CAD 59,000 - 71,000; Full time

Job summary

Boldr is seeking a Quality Assurance Specialist to support multiple SBUs by auditing customer interactions for quality and client compliance. You will produce detailed documentation, analytics, and coaching to drive improvements in QA scores.

You will collaborate with leadership to align QA findings with client expectations and CSAT goals, contributing to scalable processes and continuous improvement. Strong English, accuracy, and CRM skills are essential for success.

Qualifications

• 3+ years of work experience as a QA in a BPO or customer support environment.
• Proficiency with Google Suite and CRMs (Zendesk, Gorgias, Salesforce).
• Attention to detail and a dedication to accuracy.
• Excellent reading, writing, and verbal English skills.
• Ability to work in a fast-paced, high-volume support setting.
• Knowledge of Root Cause Analysis.

Responsibilities

• 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 QA forms and templates.
• Track, document, elevate or resolve QA issues to meet internal and external expectations.
• Identify opportunities and provide recommendations for continuous improvement based on assessments.
• Check team members' compliance with client processes and capture errors (grammar, wording, data).
• Review data output against client guidelines and compile weekly findings.
• Maintain focus on data integrity and high quality output.
• Provide timely reports and data and trends analysis.
• Onboard into client processes, QA tools, and scoring criteria to build proficiency.
• Assess QA framework and offer recommendations to align with CSAT metrics.
• Participate in calibration sessions to stay aligned with standards.
• Join client meetings when needed to discuss QA best practices.

Skills

Attention to detail

Analytical thinking

Communication skills

English proficiency

Google Suite

Tools

Zendesk

Gorgias

Salesforce

Job description

• 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

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, elevate 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