Senior Quality Assurance Advocate
Boldr
full-time
Posted on:
Location Type: Hybrid
Location: Pasig • Philippines
Visit company websiteExplore more
Job Level
Tech Stack
About the role
- 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
- 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****
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data integrityquality assurancecompliance assessmentperformance trackingaudit evaluationreportingdata analysiserror identificationcustomer interaction assessmentdetail-oriented work
Soft Skills
curiosityauthenticityreceptiveness to feedbackwillingness to learncontinuous improvementadaptabilityaccountabilityteam collaborationcommunicationtime management