Team Captain, Quality Assurance

• 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.

• 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

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.

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. 

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.
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