We are looking for a Quality Assurance Team Specialist to be the technical architect of our customer experience standards. While our operational team focuses on high-volume quality reviews , you will be responsible for the methodology, the accuracy of our evaluation tools, and the deep-dive analysis that drives business efficiency. This is a role for someone who doesn't just see a mistake but wants to master the data to understand exactly what caused it.

• Design Evaluation Frameworks: Develop and refine the standardized checklists and scoring rubrics used to verify that all service procedures are followed correctly.


• Lead Calibration Excellence: Facilitate weekly sessions with reviewers and leadership to ensure that quality evaluations remain consistent, fair, and aligned with world-class standards.


• Advanced Data Analysis: Move beyond identifying simple trends to perform complex root-cause analysis on recurring errors or process gaps.


• Technical Mentorship: Provide high-level guidance and clear, constructive feedback to the review team to help them understand complex performance nuances.


• Optimize Processes: Use your knowledge of continuous improvement (like Lean or Six Sigma) to make our QA operations more efficient.

• Education: Completed or ongoing Bachelor’s degree or technical degree.


• Language: Fluent in Portuguese (written and spoken); Spanish or English is a plus.


• QA Experience: Demonstrated experience in a Quality Assurance role within a customer service or contact center environment, including interaction evaluations, calibrations, and quality gap analysis.


• Analytical Foundation: Comfortable working with structured data, with strong proficiency in Excel and experience analyzing quality KPIs, trends, and performance metrics. Experience with dashboards and BI tools (e.g., Power BI) is highly valued.


• Communication: Excellent written communication skills, with the ability to deliver clear, actionable, and well-structured quality feedback to multiple stakeholders.


• Adaptability: You thrive in a fast-paced environment and can quickly adapt to company standards and culture.


• The "QA Mindset": You possess strong business judgment and an inquisitive nature. You don't just see a mistake; you want to understand what caused it.

Nice to have:

• Ability to navigate, interpret, and leverage dashboards and reports (e.g., Power BI) to extract insights and support decision-making


• Familiarity with ticketing systems or CRM platforms such as Zendesk or Salesforce


• Knowledge of quality frameworks, calibration models, or continuous improvement methodologies (Lean, Six Sigma, etc.)
  

Why join this team?

This is a hands-on, impact-driven role for someone ready to deepen their Quality Assurance expertise. As a QA Team Specialist, you will work closely with quality data, dashboards, and operational teams to identify trends, surface insights, and support continuous improvement initiatives. Your work will directly influence quality standards, monitor performance, and customer experience at scale, while giving you exposure to cross-functional collaboration and opportunities to grow within a mature QA structure.