Quality Assurance Specialist (Hybrid)

Boldr•Toronto, ON

2d•CA$3,920 - CA$4,900•Hybrid

About The Position

As a Quality Assurance Specialist, you will be supporting various strategic business unit (SBU) teams and leadership to assess and ensure quality of work and client compliance are achieved. You will work to understand client expectations and complete daily audits of team members' work in reflection. Providing detailed documentation, reporting analytics, coaching feedback and best practices will ensure quality excellence we can be proud of!

Requirements

3+ years of work experience as a QA, preferably from a BPO and/or customer support environment
Computer and technical skills; proficiency in Google Suite and other tools such as CRMs (i.e. Zendesk, Gorgias, Salesforce, etc.)
Proven ability to work in a fast-paced team setting
Experience working in a high-volume support desk environment
Attention to detail and a dedication to accuracy
Ability to communicate escalations and technical concerns to Management
Excellent reading comprehension, verbal, and written communication skills
Aptitude to quickly learn and navigate new technology, systems, and applications
Ability to accept feedback gracefully and with an open mind
Ability to confidently relay feedback, guidance, and opportunities through coaching methods
Excellent English language skills (written and verbal) and can speak to clients/stakeholders confidently
Knowledgeable in doing Root Cause Analysis
Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and/or MS Office applications.

Nice To Haves

Curious and authentic, just like us! #beboldr
An analytical and critical thinker, with an eye for even the most minute of details
Passionate about client satisfaction
Focused and self-motivated, able to work independently to achieve goals

Responsibilities

Perform assessment of customer interactions (phone, email, chat).
Complete regular audits of team members against Boldr’s expectations, through documentation and data reporting.
Track, document, escalate, or resolve QA issues to meet internal and external expectations.
Identify opportunities and provide recommendations for continuous improvement initiatives by providing feedback to the development of the team based on their assessments.
Check compliance of each team member to processes established by the client and capture errors, le.including language such as grammar lapses, wordy phrases, spelling errors, data inaccuracy, etc.
Review data output against guidelines provided by the client and provide weekly summaries of the outcomes to the SBU leadership.
Maintain focus on data integrity and producing work of the highest quality.
Provide timely reports and data and trends analysis.
Assess the current QA framework and provide recommendations to ensure the QA process and results are realistic and correlate with other metrics like CSAT.
Build and create reporting outlines, QA Scorecard, QA Audit Forms, QA process guides, and templates.
Carry out the implementation or adoption of QA tools (e.g., SolidRoad, ScoreBuddy), ensuring proper setup and documentation.
Conduct program education classes as directed by Management.
Participate in calibration sessions to ensure that all teams are aligned with the set QA guidelines.
Join client-facing meetings when required to speak to QA standards and best practices.