Senior QA Advocate: Elevate Client Quality & Processes

Hammerjack Pty Ltd; Eastern Visayas; On-site; PHP 450,000 - 650,000; Full time

Job summary

Boldr is seeking a Senior Quality Assurance Advocate to ensure the Service Delivery team adheres to quality guidelines by reviewing outputs, sharing findings, and collaborating with Team Captains to meet client expectations. You will perform QA reviews and document alignment between manual audits and system-assisted outputs.

You will assess customer interactions, check process compliance, and maintain data integrity while reporting weekly summaries to leadership.

Qualifications

• 2 years of experience in a highly detail-oriented environment.
• Experience in a fast-paced team setting.
• Excellent English language skills (written and verbal).
• Proficient with Google Suite and CRM tools (Zendesk, Freshdesk, Salesforce, etc.).
• Experience working in a high-volume support desk environment.
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.

Responsibilities

• Be an expert on support processes and make recommendations towards next steps.
• Perform assessment of customer interactions (phone, email, chat).
• Review data output against guidelines provided by the client.
• Check compliance of each team member to processes established by the client and capture errors including language such as grammar lapses, wordy phrases, spelling errors, data inaccuracy etc.
• Maintain focus on data integrity and producing work of the highest quality.
• Share QA audit findings and observations with Team Captains and leadership to support operational improvement discussions.
• Identify quality gaps during audits and share observations to support improvement actions within established operational workflows.
• Review data output against guidelines provided by the client and provide weekly summaries of the outcomes to team leadership.
• Build working knowledge of client support processes to perform accurate quality evaluations and reporting.
• Utilize SolidRoad to complete audits, track performance trends, ensure scoring accuracy, and support calibration efforts across the team.
• All quality observations and recommendations are expected to be applied within established QA standards and escalated when issues fall outside defined guidelines

Skills

Detail-oriented

Excellent English

Fast-paced teamwork

Deadline-driven

Tools

Zendesk

Freshdesk

Salesforce

Google Suite

Google Drive

Google Sheets

Google Docs

MS Office

Job description

Boldr is seeking a Senior Quality Assurance Advocate to ensure the Service Delivery team adheres to quality guidelines by reviewing outputs, sharing findings, and collaborating with Team Captains to meet client expectations. You will perform QA reviews and document alignment between manual audits and system-assisted outputs.

You will assess customer interactions, check process compliance, and maintain data integrity while reporting weekly summaries to leadership.