Quality Assurance Specialist

About the role

The Quality Assurance Specialist will support strategic business unit teams and leadership by assessing work quality and client compliance. You will conduct daily audits of team members, document findings, and provide analytics and coaching to drive continuous improvement.

Key responsibilities

• Perform assessments of customer interactions across phone, email, and chat.
• Conduct regular audits against Boldr’s expectations and document results.
• Track, document, and resolve QA issues, escalating when necessary.
• Identify improvement opportunities and give feedback to team development.
• Check compliance with client‑established processes, capturing errors such as grammar, spelling, and data inaccuracies.
• Review data output against client guidelines and deliver weekly summaries to SBU leadership.
• Maintain data integrity and produce high‑quality work.
• Provide timely reports, trend analysis, and recommendations for QA framework enhancements.
• Create QA scorecards, audit forms, process guides, and templates.
• Implement and adopt QA tools (e.g., SolidRoad, ScoreBuddy) with proper setup and documentation.
• Conduct education sessions and participate in calibration meetings.
• Join client‑facing meetings to discuss QA standards and best practices.

Required profile

• Curious, authentic, and analytical mindset.
• Strong attention to detail and commitment to operational excellence.
• Ability to work collaboratively with cross‑functional teams.

Required skills

• Experience with QA tools such as SolidRoad.
• Experience with QA tools such as ScoreBuddy.