Quality Assurance Specialist: Client Experience & QA

Boldr; Eastern Visayas; On-site; PHP 300,000 - 540,000; Full time

Job summary

Boldr seeks a Quality Assurance Specialist to support multiple business units, auditing work quality and client compliance. You will document findings, report analytics, coach teams, and promote best practices to uphold Boldr’s standards.

You will collaborate with leadership, participate in calibration sessions, and help implement QA tools to ensure accurate data and consistent customer experiences.

Qualifications

• 3+ years of work experience as a QA.
• Excellent reading, verbal and written communication skills.
• Excellent English language skills (written and verbal) and ability to engage with clients confidently.
• Proficiency in Google Suite and CRM tools such as Zendesk, Gorgias, Salesforce.

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, document, or resolve QA issues to meet internal and external expectations.
• Provide feedback to drive continuous improvement and coaching.
• Check compliance of processes and capture errors like grammar or data inaccuracies.
• Review data output against client guidelines and summarize weekly outcomes for leadership.
• Maintain data integrity and high-quality output.
• Produce timely reports, data insights, and trend analyses.
• Assess QA framework and propose improvements aligned with CSAT metrics.
• Create QA scorecards, templates, and process guides; support tool adoption.
• Lead program education sessions and participate in calibration with teams.

Skills

QA

Google Suite

Zendesk

Gorgias

Salesforce

Typing speed

English proficiency

Tools

SolidRoad

ScoreBuddy

Zendesk

Gorgias

Salesforce

Job description

Boldr seeks a Quality Assurance Specialist to support multiple business units, auditing work quality and client compliance. You will document findings, report analytics, coach teams, and promote best practices to uphold Boldr’s standards.

You will collaborate with leadership, participate in calibration sessions, and help implement QA tools to ensure accurate data and consistent customer experiences.