QA Lead — Customer Service & Data-Driven Quality

Flix; Lisboa; Híbrido; EUR 42 000 - 52 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Travel vouchers

Hybrid work model

Wellbeing support

Learning & Development

Mentoring program

Resumo da oferta

Flix is seeking a Quality Assurance Lead for Customer Service to own the QA framework, monitor interactions, and ensure compliance with Flix standards. The role emphasizes data-driven analysis and cross-functional collaboration to elevate service quality across all channels.

You will develop QA tools, review interactions, and drive improvements in customer satisfaction metrics, working with internal and external stakeholders in a global setting.

Qualificações

• Hands-on background in Quality Assurance or Customer Service.
• Fluency in Portuguese and English; Spanish is a plus.
• Strong ability to analyze data and KPI trends.
• Experience collaborating with cross-country teams and stakeholders.

Responsabilidades

• Manage operational QA communication with internal/external stakeholders.
• Drive a scalable QA strategy within Customer Service.
• Monitor interaction quality across voice and non-voice channels.
• Develop and roll out QA tools to measure service quality and language skills.
• Analyze quality metrics and dashboards for transparency.
• Lead performance improvements with service quality stakeholders and training teams.
• Support improvements in CS KPIs (FCR, CSAT, NPS) through insights.

Conhecimentos

Portuguese fluency

English fluency

Data analysis

Quality Assurance

Cross-functional collaboration

Stakeholder management

Descrição da oferta de emprego

Flix is seeking a Quality Assurance Lead for Customer Service to own the QA framework, monitor interactions, and ensure compliance with Flix standards. The role emphasizes data-driven analysis and cross-functional collaboration to elevate service quality across all channels.

You will develop QA tools, review interactions, and drive improvements in customer satisfaction metrics, working with internal and external stakeholders in a global setting.