Senior QA Advocate: Elevate Client Service Quality

Boldr; Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Boldr seeks a Senior Quality Assurance Advocate to ensure the Service Delivery team adheres to quality guidelines, reviews outputs, and collaborates with leaders to exceed client expectations. You will conduct audits, document findings, and drive improvement through data-driven insights.

The role focuses on maintaining data integrity, language accuracy, and high-quality customer interactions across phone, email, and chat channels in a fast-paced environment.

Qualifications

• Requires 2 years in a highly detail-oriented environment
• Able to work in a fast-paced team setting
• Excellent English language skills (written and verbal)
• Proficient with Google Suite and CRM tools (Zendesk/Freshdesk/Salesforce)

Responsibilities

• Be an expert on support processes and suggest next steps
• Assess customer interactions (phone, email, chat)
• Review data output against client guidelines
• Check team compliance and capture language/data quality issues
• Maintain focus on data integrity and high-quality work
• Share QA findings with Team Captains and leadership
• Identify quality gaps and support improvement actions
• Provide weekly summaries of outcomes to leadership
• Build knowledge of client support processes for accurate QA
• Use SolidRoad to audit, track trends, and calibrate team scoring
• Apply QA observations within established standards and escalate when needed

Skills

Attention to detail

English proficiency

Tools

Google Suite

Zendesk

Freshdesk

Salesforce

Google Drive

Google Sheets

Google Docs

Job description

Boldr seeks a Senior Quality Assurance Advocate to ensure the Service Delivery team adheres to quality guidelines, reviews outputs, and collaborates with leaders to exceed client expectations. You will conduct audits, document findings, and drive improvement through data-driven insights.

The role focuses on maintaining data integrity, language accuracy, and high-quality customer interactions across phone, email, and chat channels in a fast-paced environment.