Team Captain, Quality Assurance

Role Overview

• 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.

Tech Stack

• Cloud