Hybrid Team Captain, Quality Assurance

at Boldr

• Job title: Team Captain, Quality Assurance
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud
• Location requirements: Hybrid, Cape Town, South Africa

About the role

• Oversee Quality Assurance standards and ensure performance expectations at Boldr. Collaborate with various teams to implement best practices and coach team members for improvement.

Responsibilities

• Oversee the quality and performance standards of your team’s day-to-day work.
• Serve as the primary escalation point for quality-related issues.
• Ensure consistent adherence to client guidelines, internal processes, and performance expectations.
• Collaborate closely with the Client Experience Manager and People Manager to identify coaching opportunities.
• Share QA insights and standardize best practices.
• Lead SolidRoad implementations and optimizations, ensuring QA workflows are effectively built and continuously improved.
• Conduct regular trend analysis and data reporting to drive measurable quality improvements.
• Contribute to the operational execution of quality assurance programs by supporting QA workflow design, audit monitoring, and continued improvement initiatives.

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.