QA Specialist, Customer Experience & Data

FlixBus; Lisboa; Híbrido; EUR 42 000 - 62 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Work from (M)Anywhere

Hybrid work model

Wellbeing support

Learning & Development

Mentoring Program

Resumo da oferta

FlixBus is seeking a Quality Assurance lead for Customer Service to own the QA framework, monitor interactions, and drive improvements across all service channels. You will collaborate with internal and external stakeholders, develop automated QA tools, and analyze KPIs to enhance customer satisfaction across global teams.

The role focuses on operational QA ownership, data-driven analysis, and cross-country collaboration to strengthen service quality and adherence to FlixBus standards,

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 with internal and external stakeholders to ensure smooth workflows
• Implementing a scalable, compliance-ready QA framework within Customer Service
• Monitoring voice and non-voice interactions to ensure adherence to FlixBus standards
• Developing QA tools to measure service quality, language skills, and performance
• Analyzing quality metrics and dashboards to improve transparency and decision-making
• Driving performance improvements by coordinating with service quality stakeholders and training teams
• Enhancing customer experience KPIs (FCR, CSAT, NPS) through data insights and cross-functional alignment

Conhecimentos

Quality Assurance

Customer Service

Data analysis

Stakeholder collaboration

Descrição da oferta de emprego

FlixBus is seeking a Quality Assurance lead for Customer Service to own the QA framework, monitor interactions, and drive improvements across all service channels. You will collaborate with internal and external stakeholders, develop automated QA tools, and analyze KPIs to enhance customer satisfaction across global teams.

The role focuses on operational QA ownership, data-driven analysis, and cross-country collaboration to strengthen service quality and adherence to FlixBus standards,