Quality Lead- Trilingual Market at Transcom

Transcom; Porto; Presencial; EUR 28 000 - 42 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Career growth

Professional development

Competitive salary and benefits

Resumo da oferta

Transcom is seeking a Quality Lead for the Trilingual Market in Porto to ensure high standards across customer interactions in English, Spanish and Portuguese. The role involves evaluating calls, emails and chats, delivering actionable feedback, and developing QA processes tailored to the fashion ecommerce industry.

This is a full-time on-site position offering growth opportunities and a competitive benefits package.

Qualificações

• Fluency in Spanish, Portuguese and English (C1+).
• At least 6 months of experience in fashion ecommerce, customer service or QA roles.
• Strong attention to detail to ensure service quality standards.

Responsabilidades

• Evaluate customer interactions (calls, emails, chats) against quality standards and regulatory requirements.
• Provide constructive feedback to agents and teams; support coaching sessions.
• Create and maintain regular quality reports highlighting trends and development areas.
• Collaborate with service teams to develop and update QA standards for fashion ecommerce.

Conhecimentos

Multilingual fluency

Quality assurance

Feedback & coaching

Attention to detail

Ferramentas

Quality management systems

Reporting tools

Descrição da oferta de emprego

Apply for Quality Lead- Trilingual Market at Transcom in Porto, P13, PT. This Full time on site position offers great opportunities for career growth. Quality Lead- Trilingual Market Location: Portugal, Porto Job category: Operations Language: English, Spanish, Portuguese Transcom is a global community of customer experience experts, nimble, driven and committed to the brands we serve.

What's in it for YOU!

• * You'll play a crucial role in maintaining the high-quality standards that our clients expect, ensuring positive customer experiences at every interaction
• * At Transcom, we value personal development. You'll have the chance to further develop your skills in quality assurance and customer experience management, with opportunities for advancement
• * Join a supportive and dynamic team that believes in collaboration and innovation to drive success
• * Gain exposure to some of the biggest names in the industry, working with brands that shape the market
• * Enjoy a competitive salary and benefits package

Your role will be:

• * Evaluate customer service calls, emails and chat interactions to ensure they comply with quality standards, including regulatory requirements specific to the e-commerce industry
• * Deliver constructive feedback to agents and teams, helping them improve performance and align with quality expectations. Support in coaching sessions to enhance skill development
• * Create and maintain regular quality reports that track performance metrics, highlighting trends, issues and areas for development
• * Work closely with customer service teams, managers and other stakeholders to develop quality standards, procedures and guidelines tailored to the fashion e-commerce industry

To be successful in this role, the following is needed:

• * Fluency in Spanish, Portuguese and English spoken and written (C1+)
• * At least 6 months of experience in the fashion e-commerce industry, ideally with customer service or quality assurance roles
• * A keen eye for detail to ensure that service quality standards are consistently met
• * Strong verbal and written communication abilities to provide clear and actionable feedback
• * Ability to assess customers interactions, identify areas for improvement and provide solutions
• * Comfortable with quality management systems, reporting tools and software
• * Ability to thrive in a fast-paced environment and adjust to ever-evolving customer needs

What Life at Transcom is like!

At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care and root for each other. You're included just as you are, from day one. And with the right mindset, there's no end to how far we can go together.