Boldr

Team Captain, Quality Assurance

Boldr

full-time

Posted on:

Location Type: Hybrid

Location: Pasig • Philippines

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Tech Stack

Cloud

About the role

  • As the Team Captain, Quality Assurance, you are responsible for overseeing the quality and performance standards of your team’s day-to-day work.
  • You serve as the primary escalation point for quality-related issues that fall outside a team member’s authority, ensuring consistent adherence to client guidelines, internal processes, and performance expectations.
  • You will partner closely with the Client Experience Manager and People Manager to identify coaching opportunities, close performance gaps, and support ongoing development through structured quality feedback.
  • You will collaborate across accounts to share QA insights, standardize best practices, and elevate quality performance across programs.
  • You will lead SolidRoad implementations and optimizations, ensuring QA workflows are effectively built, adopted, and continuously improved.
  • Through regular trend analysis and data reporting, you will identify recurring themes, root causes, and performance patterns, translating insights into actionable recommendations that drive measurable quality improvements.
  • You will contribute to the operational execution of quality assurance programs by supporting QA workflow design, audit monitoring, and continuous improvement initiatives.
  • Ensure that team members' and equipment needs are met to sustain service levels.
  • Recommend/suggest relevant alternatives to the product or tool being used by the company.
  • Track QA capacity planning and audit allocation to ensure balanced workload and consistent coverage.
  • Work with the People Development Manager to make recommendations for their team member’s career path, and assist in making a comprehensive training plan for them.
  • Implement policies related to the Client’s products.
  • Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager.
  • Present QA performance insights, trends, and recommendations to clients in a clear, data-driven manner.

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 monitoringcapacity planningSaaS supportQA workflow designaudit monitoringproblem solvingcoaching
Soft Skills
analyticaladaptableteamworkcommunicationconflict resolutionmultitaskingattention to detailclient relationship buildingsolutions-orientedpositive client service image
Certifications
Bachelor's degree