WHAT IS YOUR ROLE\u00a0<\/p>\n
\tAs the Team Captain, Quality Assurance,, you are responsible for overseeing the quality and performance standards of your team\u2019s day-to-day work. You serve as the primary escalation point for quality-related issues that fall outside a team member\u2019s 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.
\n\tIn 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.
\n\tYou 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.<\/p>\n
WHY DO WE WANT YOU\u00a0<\/p>\n
\tWe 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.\u00a0<\/p>\n
WHAT WILL YOU DO\u00a0
\nPeople Management\u00a0<\/p>\n
\tIdentify growth and development opportunities for team members – and complete coaching across teams
\n\tReview QA Associates\u2019 work and provide growth opportunities and align Team Members\u2019 performance and QA standards\u00a0
\n\tMonitor attendance and punctuality and other people issues of all team members and consistently escalate \u00a0them to the HR department for proper disciplinary action as needed
\n\tLead cross-account calibration sessions to ensure scoring consistency and alignment on QA standards and expectations.
\n\tProvide structured feedback based on QA trend analysis to drive targeted skill development and measurable performance improvement.<\/p>\n
Performance Quality Management\u00a0<\/p>\n
\tMonitor and assess team members\u2019 performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews.\u00a0
\n\tEnsure that team members are properly trained and working consistently to meet client needs.
\n\tEnsure that the team meets company KPI targets.\u00a0
\n\tConduct trend and root cause analysis across QA audits to identify recurring performance gaps and recommend corrective actions.
\n\tLead and optimize SolidRoad QA workflows, ensuring scorecards, reporting, and insights are effectively implemented and continuously improved.
\n\tFacilitate calibration alignment sessions to support scoring consistency and quality standardization.
\n\tProvide feedback derived from QA trend and audit analysis to support targeted performance improvement.<\/p>\n
Logistics\u00a0<\/p>\n
\tEnsure that team members’ and equipment needs are met to sustain service levels.\u00a0
\n\tRecommend\/suggest relevant alternatives to the product or tool being used by the company.\u00a0
\n\tSupport the implementation and adoption of QA tools (e.g., SolidRoad), ensuring proper setup, documentation, and team enablement.
\n\tTrack QA capacity planning and audit allocation to ensure balanced workload and consistent coverage.
\n\tSupport QA workflow design, scorecard application, and reporting optimization within quality monitoring platforms.
\n\tTrack audit coverage, QA sampling balance, and workload distribution to maintain consistent quality oversight.<\/p>\n
Internal Coordination\u00a0<\/p>\n
\tWork with the People Development Manager to make recommendations for their team member\u2019s career path, and assist in making a comprehensive training plan for them.\u00a0
\n\tRelay consistent issues to the QA Client Experience Manager and account\u2019s Client Experience Manager in a timely and efficient manner.
\n\tHelps in culture building particularly in embracing our Core Values and practicing what a Boldr leader should be.
\n\tGuide advisors and analysts to foster growth and development, best practices, and optimal morale in the organization.
\n\tPartner across accounts to standardize QA best practices, reporting frameworks, and calibration methodologies.
\n\tTranslate QA data insights into actionable recommendations for operations and training teams.<\/p>\n
External Communications\u00a0<\/p>\n
\tBe familiar with the client\u2019s key contacts, unique requirements, and operating processes
\n\tImplement policies related to the Client\u2019s products.
\n\tContribute to the ongoing development of customer support and success processes.
\n\tDemonstrate mastery of the company and Client\u2019s offerings (i.e. its product and services).
\n\tUnderstand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved.
\n\tIdentify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager.
\n\tPresent QA performance insights, trends, and recommendations to clients in a clear, data-driven manner<\/p>\n
Requirements
\nWHAT WE\u2019LL LIKE ABOUT YOU
\nYOU ARE\u2026\u00a0<\/p>\n
\tCurious and authentic, just like us! #beboldr\u00a0
\n\tPassionate about learning and developing relationships with clients\u00a0
\n\tAnalytical and a problem solver\u00a0
\n\tAble to multitask and prioritize\u00a0
\n\tAdaptable to change and attentive to detail\u00a0
\n\tAble to work well in a team environment\u00a0
\n\tAble to reduce frustration on heated topics by listening and being solutions-oriented\u00a0
\n\tFluent and articulate with strong writing and clear presentation abilities – persuasive but empathetic\u00a0
\n\tAble to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions<\/p>\n
YOU HAVE\u2026\u00a0<\/p>\n
\tBachelor’s\/College degree in a relevant discipline you\u2019re passionate about!
\n\t3+ years of supervisory experience in a related field (especially Quality Assurance and Customer Support).
\n\tExperience supporting SaaS products or troubleshooting experience (calls, chats, emails and SMS)
\n\tAn interest in data trends and analysis and a natural ability to spot patterns across large sets of data
\n\tA general understanding of quality assurance.\u00a0
\n\tIntermediate knowledge of CRM systems (i.e. Zendesk, Intercom strongly preferred).
\n\tIntermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
\n\tUser experience and implementation of QA tools a plus
\n\tWillingness to learn about Data Science and Machine Learning\u00a0
\n\tExcellent verbal and written communication skills.\u00a0
\n\tAbility to understand and communicate complex ideas to customers, both verbally and in written form.
\n\tAptitude to quickly learn and navigate new technology, systems, and applications.\u00a0
\n\tAbility to accept feedback gracefully and with an open mind.
\n\t\u00a0<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Boldr","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"Boldr is a purpose-driven outsourcing partner that builds customized solutions for fast-growing companies. We offer solutions in Data Management, Customer Experience, and Sales Enablement. You can learn more about our services on our website: www.boldrimpact.com We're also on a quest to rewrit... read moree the rules of outsourcing and lead our industry towards an impact-driven mindset. Why? Because we exist to help people grow and develop by creating a positive and measurable impact within our Clients, Company, and Community. Read about our Impact Work here: www.boldrimpact.com\/impact Drop us a line if you're interested in partnering with us! (Or just to say hi) We're always here to help.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[15],"job-types":[34],"class_list":{"0":"post-33086","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-western-cape","7":"job-type-full-time-hybrid"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/33086","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=33086"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=33086"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=33086"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}