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.

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.

Senior Quality Assurance Advocate

Key skills