At Ten, we are looking for a Quality Assurance Specialist to act as an independent guardian of service standards, ensuring that every interaction with our members meets the highest levels of quality.
This is a temporary position for 6 months, designed for someone passionate about service excellence, with strong analytical and coaching skills, who can guarantee consistency in delivery and contribute to continuous improvement.
While the primary focus will be QA, we are seeking a profile with strategic vision and qualities aligned with a future CX Manager role, participating in initiatives that directly impact the customer experience and the design of the member journey.
Key Responsibilities
* Monitor and evaluate monthly calls and requests, ensuring compliance with QA standards.
* Prepare reports on results and trends for management and stakeholders.
* Organize listening and calibration sessions with internal teams and clients.
* Collaborate with Training to design and deliver training programs.
* Facilitate coaching sessions and role-plays to improve service quality.
* Identify opportunities for continuous improvement and lead cross-functional quality projects.
* Contribute to monthly forums with Operations and stakeholders to review trends and propose solutions.
* Participate in CX initiatives, providing insights and collaborating on customer journey optimization.
* Attend corporate client meetings to share results, highlight opportunities, and propose improvements.
* Bachelor’s degree or equivalent experience.
* Previous experience in QA, Customer Service, or similar roles.
* Knowledge of satisfaction metrics (CSAT, NPS, CES).
* Excellent verbal and written communication skills.
* Strong analytical skills and a continuous improvement mindset.
* Empathy, emotional intelligence, and tact in relationship management.
* Flexibility to adapt to change and work varied schedules.
* Proficiency in MS Office, CRM, and digital tools.
* Languages: Advanced English (minimum B2), Advanced Portuguese; Spanish desirable.
* Opportunity to specialize in QA and grow into a CX Manager role.
* A global, dynamic environment focused on innovation.
* Direct impact on member satisfaction and loyalty.
* Continuous training and participation in strategic customer experience projects.
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