Quality Assurance Analyst — Elevate Client Experience

Boldr Impact; Manila, Hinoba-an; On-site; PHP 350,000 - 600,000; Full time

Job summary

Boldr is seeking a Quality Assurance Specialist to support multiple SBUs in assessing quality of work and client compliance. You will audit team member performance, collect documentation, and provide coaching feedback to uphold high standards.

You will work to understand client expectations, produce detailed reports, and share insights with leadership. Strong English skills and experience in fast-paced support are required.

Qualifications

• 3+ years of work experience as a QA.
• Proficiency with Google Suite and CRMs (Zendesk, Gorgias, Salesforce).
• Experience in a fast-paced, high-volume support desk environment.
• Strong attention to detail and accuracy.
• Excellent English language skills, written and spoken.

Responsibilities

• Perform assessment of customer interactions (phone, email, chat).
• Complete regular audits of team members against Boldr’s expectations with documentation and data reporting.
• Track and resolve QA issues to meet expectations.
• Provide feedback to improve QA processes and team performance.
• Review outputs against client guidelines and provide weekly summaries to leadership.
• Develop QA scorecards, audit forms, and process guides.

Skills

Quality Assurance

Attention to detail

Data reporting

Analytical thinking

Communication skills

English proficiency

Tools

Zendesk

Gorgias

Salesforce

Google Workspace

Job description

Boldr is seeking a Quality Assurance Specialist to support multiple SBUs in assessing quality of work and client compliance. You will audit team member performance, collect documentation, and provide coaching feedback to uphold high standards.

You will work to understand client expectations, produce detailed reports, and share insights with leadership. Strong English skills and experience in fast-paced support are required.