Senior QA Analyst testing Nelson’s digital K - 12 learning products across frontend, backend, API, and database layers. Building automation and investigating accessibility, performance, and infrastructure quality issues.
About the role
- Quality Assurance Specialist auditing customer email interactions and client compliance for Boldr, a global B-Corp. Producing QA reports, coaching feedback, trend analysis, and process improvements.
Responsibilities
- Support strategic business unit teams and leadership in assessing and ensuring quality of work and client compliance
- Perform QA assessments of customer email interactions using established scorecards and guidelines
- Complete regular audits of team members through documentation and data reporting
- Score interactions accurately and consistently, documenting findings in QA forms and templates
- Track, document, escalate, or resolve QA issues
- Identify continuous improvement opportunities and provide recommendations based on assessments
- Check compliance with client-established processes and capture grammar, phrasing, spelling, and data errors
- Review data output against client guidelines and compile weekly summary reports
- Maintain data integrity and produce high-quality work
- Provide timely reports, data, and trend analysis
- Complete onboarding into client processes, QA tools, and scoring criteria
- Assess the QA framework and recommend improvements correlated with metrics such as CSAT
- Participate in calibration sessions to align with QA guidelines and scoring standards
- Join client-facing meetings when required to discuss QA standards and best practices
Requirements
- 3+ years of work experience as a QA, preferably from a BPO and/or customer support environment
- Computer and technical skills; proficiency in Google Suite and other tools such as CRMs (i.e. Zendesk, Gorgias, Salesforce, etc.)
- Proven ability to work in a fast-paced team setting
- Experience working in a high-volume support desk environment
- Attention to detail and a dedication to accuracy
- Ability to communicate escalations and technical concerns to Management
- Excellent reading comprehension, verbal, and written communication skills
- Aptitude to quickly learn and navigate new technology, systems, and applications
- Ability to accept feedback gracefully and with an open mind
- Ability to confidently relay feedback, guidance, and opportunities through coaching methods
- Excellent English language skills (written and verbal) and can speak to clients/stakeholders confidently
- Knowledgeable in doing Root Cause Analysis
- Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and/or MS Office applications
- Analytical and critical thinker with strong attention to detail
- Passionate about client satisfaction
- Focused and self-motivated, able to work independently to achieve goals
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
IT quality assurance specialist supporting Desjardins, a financial - services cooperative. Developing test strategies, executing manual and automated tests, and improving Agile quality practices.
QA Engineer advancing AI - first testing for Quest Software’s enterprise identity recovery products. Automating quality validation across Azure SaaS and Windows enterprise applications.
Senior QA Engineer II leading manual and automated testing for Prenuvo’s proactive healthcare scanning platform. Improving API, mobile, accessibility, CI/CD, and release quality.
Test Manager leading QA strategy, teams, and certification for Escape Velocity’s AAA game development project. Managing testing, risk, releases, and quality across global remote teams.
Performance Tester investigating cloud application bottlenecks for Tecsys, a healthcare supply - chain software provider. Designing load tests and driving Kubernetes, JVM, AWS, and PostgreSQL issues to root cause.
Senior QA Engineer testing Fortinet's FortiAIGate AI security products across SaaS and on - premises deployments. Building cloud - native automation for AI guardrails, agent security, and SaaS reliability.
QA Software Developer Co - op building Python - based automated tests for Cisco networking and security platforms. Integrating test suites into CI/CD pipelines and analyzing defects.
Journeyman Electrician testing and operating HVAC units for Silent - Aire, a hyperscale cooling and modular data center solutions manufacturer. Ensuring safe electrical connections, functional testing, and accurate reports.
Technical QA Manager overseeing automation, CI/CD, UATs, and defect management. Improving AI - powered products for professionals in the medical innovation ecosystem at a Canadian tech company.