English QA Specialist — AI-Driven CX (Remote Travel)

Foundever; Lisboa; Remote; EUR 26,000 - 36,000; Full time

Benefits offered by this job

Competitive wages

Paid training

Employee discounts

Private healthcare & dental insurance

Growth opportunities

Wellness program

Job stability

Life-long skills

Job summary

Foundever is seeking an English Quality Specialist for an online travel agency. This remote position in Portugal emphasizes monitoring calls, evaluating AI-driven interactions, and delivering constructive feedback to CSRs to maintain high service quality.

The role requires native/advanced English, strong QA skills, and the ability to work with diverse teams. The candidate will participate in calibration sessions and monthly quality reporting, with precedence on security and policy compliance.

Qualifications

• Native English proficiency (C2) mandatory.
• Experience in QA and quality auditing.
• Ability to provide constructive feedback to CSRs.
• Familiar with AI interactions and customer support processes.

Responsibilities

• Monitors CSR performance daily by tapping, listening to, reviewing, and evaluating calls.
• Provides feedback to ensure adherence to procedures and scripts to improve the service delivered to callers.
• Acts as quality assurance reference and counsellor for the team.
• Attends meetings with supervisors, Project Leaders and client POC to discuss guidelines.
• Reports script problems or questions to appropriate areas and supports program monitoring.

Skills

English (C2)

AI knowledge

Strong communication

Time management

Diversity collaboration

Judgement & decision making

Problem solving

Policy adherence

Feedback skills

Quality Assurance

Customer service

MS Office

Tools

MS Office

Job description

Foundever is seeking an English Quality Specialist for an online travel agency. This remote position in Portugal emphasizes monitoring calls, evaluating AI-driven interactions, and delivering constructive feedback to CSRs to maintain high service quality.

The role requires native/advanced English, strong QA skills, and the ability to work with diverse teams. The candidate will participate in calibration sessions and monthly quality reporting, with precedence on security and policy compliance.