Hybrid QA Specialist - Customer Service & Data Insights

Félix; Lisboa; Híbrido; EUR 40 000 - 75 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Travel perks

Work from Anywhere

Hybrid work model

Wellbeing support

Learning & Development

Mentoring Program

Resumo da oferta

Flix is seeking a QA-driven professional to lead Quality Assurance within Customer Service. You will monitor interactions, ensure adherence to Flix standards, and improve overall customer satisfaction through data‑driven analysis and cross‑functional collaboration.

Responsibilities include implementing scalable QA strategy, developing automated QA tools, and driving improvements in KPIs like FCR, CSAT, and NPS across service channels.

Qualificações

• Hands-on background in Quality Assurance or Customer Service, ideally in a similar role
• Portuguese and English fluency is mandatory; Spanish is considered a strong advantage
• High accuracy in reviewing interactions, data, and quality metrics
• Persistent, proactive, and strongly aligned with team goals
• Ability to think outside the box and identify opportunities to optimize QA processes
• Comfort working with cross-country teams and stakeholders in a global environment
• Capability to analyze data, validate insights, and support transparent KPI reporting

Responsabilidades

• Managing operational QA communication: Acting as the first point of contact for internal and external stakeholders to ensure smooth workflows
• Implementing QA strategy: Driving a scalable, compliance‑ready Quality Assurance framework within Customer Service
• Monitoring interaction quality: Reviewing voice and non‑voice interactions to secure adherence to FlixBus standards and strengthen customer satisfaction
• Developing QA tools: Supporting the creation and rollout of automated tools to measure service quality, language skills, and performance
• Analyzing quality metrics: Deep diving into KPIs, identifying performance impacts, and improving dashboards for maximum transparency
• Driving performance improvements: Setting measures with service quality stakeholders and collaborating with training teams to enhance all CS channels
• Enhancing customer experience KPIs: Supporting improvements in FCR, CSAT, and NPS through data insights and cross‑functional alignment

Conhecimentos

Quality Assurance

Customer Service

Portuguese

English

Spanish (advantage)

Descrição da oferta de emprego

Flix is seeking a QA-driven professional to lead Quality Assurance within Customer Service. You will monitor interactions, ensure adherence to Flix standards, and improve overall customer satisfaction through data‑driven analysis and cross‑functional collaboration.

Responsibilities include implementing scalable QA strategy, developing automated QA tools, and driving improvements in KPIs like FCR, CSAT, and NPS across service channels.