Boldr

Team Captain, Quality Assurance

Boldr

full-time

Posted on:

Location Type: Hybrid

Location: Tacloban City • Philippines

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Tech Stack

Cloud

About the role

  • Overseeing the quality and performance standards of your team’s day-to-day work.
  • Serving as the primary escalation point for quality-related issues.
  • Partnering closely with the Client Experience Manager.
  • Collaborating across accounts to share QA insights and standardize best practices.
  • Leading SolidRoad implementations and optimizations.
  • Conducting trend analysis and data reporting.
  • Supporting QA workflow design and continuous improvement initiatives.
  • Monitoring attendance and punctuality and other people issues of all team members.
  • Providing feedback derived from QA trend and audit analysis to support targeted performance improvement.
  • Ensuring that team members' and equipment needs are met to sustain service levels.
  • Recommending/suggesting relevant alternatives to the product or tool being used.
  • Working with the People Development Manager to make recommendations for team member’s career path.
  • Contributing to the ongoing development of customer support and success processes.
  • Identifying opportunities for continuous improvement and additional client value.

Requirements

  • Curious and authentic, just like us! #beboldr
  • Passionate about learning and developing relationships with clients
  • Analytical and a problem solver
  • Able to multitask and prioritize
  • Adaptable to change and attentive to detail
  • Able to work well in a team environment
  • Able to reduce frustration on heated topics by listening and being solutions-oriented
  • Fluent and articulate with strong writing and clear presentation abilities - persuasive but empathetic
  • Able to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions
  • Bachelor's/College degree in a relevant discipline you’re passionate about!
  • 3+ years of supervisory experience in a related field (especially Quality Assurance and Customer Support).
  • Experience supporting SaaS products or troubleshooting experience (calls, chats, emails and SMS)
  • An interest in data trends and analysis and a natural ability to spot patterns across large sets of data
  • A general understanding of quality assurance.
  • Intermediate knowledge of CRM systems (i.e. Zendesk, Intercom strongly preferred).
  • Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
  • User experience and implementation of QA tools a plus
  • Willingness to learn about Data Science and Machine Learning
  • Excellent verbal and written communication skills.
  • Ability to understand and communicate complex ideas to customers, both verbally and in written form.
  • Aptitude to quickly learn and navigate new technology, systems, and applications.
  • Ability to accept feedback gracefully and with an open mind.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
quality assurancedata analysistrend analysisperformance improvementSaaS supportQA toolsCRM systemscloud-based applicationsMS Office applicationscustomer support processes
Soft Skills
analyticalproblem solvermultitaskingadaptableteamworkconflict resolutioncommunicationempathyattention to detailcuriosity