Senior Quality Assurance Advocate Elevate Client Experience

Boldr; Tacloban; On-site; PHP 600,000 - 900,000; Full time

Job summary

Boldr is seeking a Senior Quality Assurance Advocate to ensure the Boldr Service Delivery team complies with quality guidelines. You will review outputs, share findings, and collaborate with Team Captains to meet client expectations.

You will perform audits, document gaps, and support continuous improvement across the team. The role focuses on language quality, data integrity, and adherence to client processes using SolidRoad for audits and measurement.

Qualifications

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

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 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

Curious

Attention to detail

English proficiency

Google Suite

Tools

Zendesk

Freshdesk

Salesforce

Google Drive

Google Sheets

Google Docs

MS Office

Job description

Boldr is seeking a Senior Quality Assurance Advocate to ensure the Boldr Service Delivery team complies with quality guidelines. You will review outputs, share findings, and collaborate with Team Captains to meet client expectations.

You will perform audits, document gaps, and support continuous improvement across the team. The role focuses on language quality, data integrity, and adherence to client processes using SolidRoad for audits and measurement.