Team Captain, Quality Assurance

A LITTLE BIT ABOUT Boldr

• Boldr 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 common 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 VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR 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.

In addition to team-level oversight, 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. 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.

WHY DO WE WANT YOU 

We 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 DO 

People Management 

• Identify growth and development opportunities for team members - and complete coaching across teams
• Review QA Associates’ work and provide growth opportunities and align Team Members’ performance and QA standards 
• Monitor attendance and punctuality and other people issues of all team members and consistently escalate  them to the HR department for proper disciplinary action as needed
• Lead cross-account calibration sessions to ensure scoring consistency and alignment on QA standards and expectations.
• Provide structured feedback based on QA trend analysis to drive targeted skill development and measurable performance improvement.

Performance Quality Management 

• Monitor and assess team members’ performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews. 
• Ensure that team members are properly trained and working consistently to meet client needs.
• Ensure that the team meets company KPI targets. 
• Conduct trend and root cause analysis across QA audits to identify recurring performance gaps and recommend corrective actions.
• Lead and optimize SolidRoad QA workflows, ensuring scorecards, reporting, and insights are effectively implemented and continuously improved.
• Facilitate calibration alignment sessions to support scoring consistency and quality standardization.
• Provide feedback derived from QA trend and audit analysis to support targeted performance improvement.

Logistics 

• 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. 
• Support the implementation and adoption of QA tools (e.g., SolidRoad), ensuring proper setup, documentation, and team enablement.
• Track QA capacity planning and audit allocation to ensure balanced workload and consistent coverage.
• Support QA workflow design, scorecard application, and reporting optimization within quality monitoring platforms.
• Track audit coverage, QA sampling balance, and workload distribution to maintain consistent quality oversight.

Internal Coordination 

• 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. 
• Relay consistent issues to the QA Client Experience Manager and account’s Client Experience Manager in a timely and efficient manner.
• Helps in culture building particularly in embracing our Core Values and practicing what a Boldr leader should be.
• Guide advisors and analysts to foster growth and development, best practices, and optimal morale in the organization.
• Partner across accounts to standardize QA best practices, reporting frameworks, and calibration methodologies.
• Translate QA data insights into actionable recommendations for operations and training teams.
  
  

External Communications 

• Be familiar with the client’s key contacts, unique requirements, and operating processes
• Implement policies related to the Client’s products.
• Contribute to the ongoing development of customer support and success processes.
• Demonstrate mastery of the company and Client’s offerings (i.e. its product and services).
• Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved.
• 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

WHAT WE’LL LIKE ABOUT YOU

YOU ARE… 

• 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

YOU HAVE… 

• 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.