Job Description We are seeking a Quality Assurance Specialist to join our team. As a key member of our quality assurance team, you will play a vital role in ensuring the highest standards of customer service. You will be responsible for performing regular audits on customer interactions, providing detailed feedback to agents, and identifying areas for improvement. In addition, you will collaborate with stakeholders to ensure seamless execution of quality assurance processes and work across different time zones as required. Required Skills and Qualifications - Advanced level of proficiency in Portuguese (C1). - Upper-intermediate level of English (B2). - Excellent 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. Benefits - Opportunity to work in a dynamic and growing team. - Chance to contribute to the development of high-quality customer service processes. - Collaborative working environment with a focus on continuous improvement. - Professional development opportunities to enhance your skills and knowledge. Others The ideal candidate will have a strong background in quality assurance and customer service, with a proven track record of driving positive outcomes. We are looking for a motivated and flexible individual who is passionate about delivering exceptional results.