A LITTLE BIT ABOUT BoldrBoldr 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 shared 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 VALUESMeaningful connections start with AUTHENTICITYWe do our best work by being CURIOUSWe grow by remaining DYNAMICOur success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCEAt the heart of great partnerships we’ll always find EMPATHYWHAT IS YOUR ROLEAs 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!WHY DO WE WANT YOUWe are currently looking for impact-driven individuals who are passionate about 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 DOPerform QA assessments of customer email interactions using established scorecards and guidelines.Complete regular audits of team members against Boldr’s expectations, through documentation and data reporting.Accurately and consistently score interactions, documenting findings in existing QA forms and templates.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 each team member's compliance with client-established processes and capture errors, including grammar lapses, wordy phrasing, spelling errors, and data inaccuracies.Review data output against client guidelines and compile findings into weekly summary reports.Maintain focus on data integrity and producing work of the highest quality.Provide timely reports and data and trends analysis.Complete onboarding into client processes, QA tools, and scoring criteria,



and build proficiency over timeAssess the current QA framework and provide recommendations to ensure the QA process and results are realistic and correlate with other metrics like CSAT.Participate in calibration sessions to stay aligned with QA guidelines and scoring standards.Join client-facing meetings when required to speak to QA standards and best practices.WHAT WE’LL LIKE ABOUT YOUYOU ARE…Curious and authentic, just like us! #beboldrAn analytical and critical thinker, with an eye for even the most minute of detailsPassionate about client satisfactionFocused and self-motivated, able to work independently to achieve goalsYOU HAVE…3+ years of work experience as a QA, preferably from a BPO and/or customer support environmentComputer 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 settingExperience working in a high-volume support desk environmentAttention to detail and a dedication to accuracyAbility to communicate escalations and technical concerns to ManagementExcellent reading comprehension, verbal, and written communication skillsAptitude to quickly learn and navigate current technology, systems, and applicationsAbility to accept feedback gracefully and with an open mindAbility to confidently relay feedback, guidance, and opportunities through coaching methodsExcellent English language skills (written and verbal) and can speak to clients/stakeholders confidentlyKnowledgeable in doing Root Cause AnalysisIntermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and/or MS Office applications.Yearly Salary Range: CAD 58,800 - CAD 70,560#J-18808-Ljbffr

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