Senior Quality Assurance Lead — Support Operations

Jobtailor; Pasig; On-site; PHP 391,000 - 614,000; Full time

Job summary

Boldr is seeking a QA Specialist to review and audit outputs, ensuring compliance with established guidelines and data integrity. You will assess customer interactions across channels, document issues, and coordinate with leadership to drive continuous improvement.

Join a fast-paced team delivering high-volume support, using tools like SolidRoad, Zendesk, Freshdesk, and Salesforce. The role requires detail orientation and a proactive approach to feedback and learning.

Qualifications

• 2 years of experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability.
• Proven ability to work in a fast-paced team setting.
• Excellent English language skills (written and verbal).
• Proficient computer and technical skills.
• Proficiency in Google Suite and CRM tools such as Zendesk, Freshdesk, and Salesforce.
• Experience working in a high-volume support desk environment.
• Intermediate knowledge of cloud-based applications: Google Drive, Google Sheets, and Google Docs.
• Intermediate knowledge of MS Office applications.
• Ability to work in a fast-paced, changing environment with minimal direction.
• Ability to meet deadlines.
• Receptive to feedback and willing to learn and embrace continuous improvement.

Responsibilities

• Review team output to ensure compliance with quality guidelines.
• Conduct QA reviews following established quality guidelines.
• Document alignment between manual audits and system-assisted QA outputs.
• Advise on support processes and recommend next steps.
• Assess customer interactions across phone, email, and chat.
• Review data output against client-provided guidelines.
• Check team-member compliance with client-established processes.
• Capture errors including grammar lapses, wordy phrases, spelling errors, and data inaccuracies.
• Maintain data integrity and produce high-quality work.
• Share QA audit findings with Team Captains and leadership.
• Identify quality gaps and support improvement actions within operational workflows.
• Provide weekly summaries of review outcomes to team leadership.
• Build working knowledge of client support processes for accurate evaluations and reporting.
• Use SolidRoad to complete audits, track performance trends, ensure scoring accuracy, and support calibration efforts.
• Apply quality observations and recommendations within QA standards and elevate issues outside defined guidelines.

Skills

Quality Assurance

Data Integrity

Detail-Oriented

Diligence

Adaptability

Team Collaboration

Receptive to Feedback

Tools

SolidRoad

Zendesk

Freshdesk

Salesforce

Google Drive

Google Sheets

Google Docs

MS Office

Job description

Boldr is seeking a QA Specialist to review and audit outputs, ensuring compliance with established guidelines and data integrity. You will assess customer interactions across channels, document issues, and coordinate with leadership to drive continuous improvement.

Join a fast-paced team delivering high-volume support, using tools like SolidRoad, Zendesk, Freshdesk, and Salesforce. The role requires detail orientation and a proactive approach to feedback and learning.