Senior Quality Assurance Advocate

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact.
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Senior Quality Assurance Advocate, you’ll be responsible for ensuring the Boldr Service Delivery team’s compliance to quality guidelines by reviewing the team’s output, sharing findings, and collaborating with the Team Captain/s, in order to meet and exceed client expectations. You will perform QA reviews following established quality guidelines and document alignment between manual audits and system-assisted QA outputs.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

• 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.

Requirements:
WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us! #beboldr
• Receptive to feedback, with a willingness to learn and embrace continuous improvement
• Able to work in fast paced, changing environment with minimal direction
• Able to meet the deadlines

YOU HAVE…

• 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 other tools such as CRMs (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.