Quality Assurance Specialist

TL;DR

Quality Assurance Specialist (Customer Support): Assessing and ensuring the quality of customer interactions across phone, email, and chat to maintain client compliance with an accent on audit documentation and reporting analytics. Focus on identifying improvement opportunities, conducting root cause analysis, and implementing QA tools like SolidRoad and ScoreBuddy.

Location: Ontario, Canada

Salary: Monthly CAD 3,920.00 - 4,900.00

Company

hirify.global is a global B-Corp dedicated to delivering world-class client experiences while creating access to dignified, meaningful work in communities around the world.

What you will do

• Perform quality assessments of customer interactions across phone, email, and chat channels.
• Conduct regular audits against expectations, producing detailed documentation and data reporting.
• Identify opportunities for continuous improvement and provide coaching feedback to team members.
• Ensure compliance with client processes, focusing on data accuracy, grammar, and spelling.
• Develop QA frameworks, including scorecards, audit forms, and process guides.
• Implement and manage QA tools such as SolidRoad and ScoreBuddy.

Requirements

• 3+ years of work experience as a QA.
• Experience working in a high-volume support desk environment.
• Proficiency in Google Suite and CRMs such as Zendesk, Gorgias, or Salesforce.
• Excellent English language skills (written and verbal) for confident client communication.
• Knowledge of Root Cause Analysis methodologies.
• Typing speed of 40-60 words per minute.

Culture & Benefits

• B-Corp certified environment prioritizing dignified and meaningful work.
• Global team culture rooted in authenticity, curiosity, and empathy.
• Emphasis on professional growth and operational excellence.
• Opportunity to work within a diverse, impact-driven organization.