Trilingual quality assurance auditor

Join our dynamic team as a Trilingual Quality Auditor, where you will play a key role performing quality checks by reviewing customer service contacts and providing detailed feedback to enhance agent performance, driving continuous improvement to business.

We are looking for candidates who have a passion to conduct quality reviews and audits, commitment to continuous improvement, and proficiency in handling contacts, as well as strong knowledge of customer service processes and tools

Working as part of the Global Quality Assurance Team you will demonstrate a desire and passion to drive service standards.

You will communicate with Customer Service teams to enable coaching, development, and motivate others to achieve an outstanding level of customer service in line with global service standards. This includes identifying development areas to support your progression and that of Advisors in their day-to-day responsibilities.
The ideal candidate will currently be operating at Team Leader level or above or have previous experience with quality assurance.

This is a unique opportunity for you to be part of a newly emerging team experiencing high growth.

Preferred Skills, Qualifications and Experience:

- Advanced level of Portuguese (C1).

- Upper-intermediate level of English (B2).

- Outstanding customer service skills with a passion for delivering excellence.

- Strong knowledge of customer service policies, procedures, and best practices.

- Exceptional attention to detail, ensuring accuracy and quality in all tasks.

- Excellent organisational, prioritisation, and planning abilities to manage workloads effectively.

- Self-motivated, with the ability to perform efficiently under pressure and meet deadlines.

- Adaptability to ambiguity, with a proactive approach to handling change.

- Strong communication skills, enabling effective engagement across various levels of the operation.

- Proven ability to conduct deep dives into performance data to identify gaps in agent performance and processes.

- Commitment to continuous improvement and driving positive outcomes for the team and organisation.

Main Responsibilities:

- Perform weekly audits on customer service interactions.

- Provide detailed feedback to agents, highlighting strengths and opportunities for improvement.

- Share agent performance trends and actionable insights with frontline Supervisors, recommending coaching and training needs.

- Identify and escalate business process gaps for further root cause analysis.

- Conduct deep dives to determine the root cause of recurring service and process issues.

- Collaborate with stakeholders to ensure seamless execution of quality assurance processes.

- Be flexible to work across different time zones as required to collaborate with stakeholders.

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Profesional Junior

Media (10° - 13°)

Administración de empresas

1 año de experiencia

1 Vacante