QA Specialist

New

BrazilFull-TimeMiddle

Salary not disclosed

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Job Details

Languages: English (C1/C2 level)
Experience: At least 1 year
Required Skills: Data AnalysisCommunication SkillsQuality AssuranceCustomer support

At least 1 year of experience in Quality Assurance, customer support evaluation, or call center operations.
Strong understanding of customer service operations and quality assurance principles.
Experience evaluating customer interactions across voice and digital channels.
Analytical mindset with ability to identify patterns, trends, and root causes.
Excellent written and verbal communication skills in English (C1/C2 level required).
Familiarity with QA tools or platforms such as Zendesk QA, Playvox, Scorebuddy, or similar is a plus.
Exposure to AI tools or automation in QA processes is considered an advantage.
Ability to work independently in a remote, fast-paced, multicultural environment.

Monitor and evaluate customer service interactions across multiple channels (voice, email, chat) to ensure compliance with quality standards and service expectations.
Conduct audits, calibrations, and evaluations, providing structured feedback to agents, evaluators, and team leads to improve performance and consistency.
Identify recurring issues, analyze customer feedback, and generate actionable insights to improve support processes and customer experience.
Support the development and implementation of QA frameworks, tools, and initiatives to enhance overall service quality.
Collaborate with operations, training, and leadership teams to ensure alignment on best practices and continuous improvement efforts.
Prepare QA reports, dashboards, and performance metrics to track quality trends and identify areas for optimization.
Contribute to coaching, training, and knowledge-sharing initiatives to elevate team capability and service delivery standards.

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