Quality Assurance

3 semanas atrás

São Paulo, Brasil Superbet Tempo inteiro
Overview

Join to apply for the Quality Assurance (QA) role at Superbet .

It’s an exciting time to join Superbet as we enter new markets and develop new technologies. We’re looking for a new colleague to partner with our team to bring people initiatives to life and help deliver top-notch customer experiences.

Job Summary

We’re looking for a Quality Assurance Analyst to ensure our BPO partners deliver high-quality support. You’ll monitor chats, emails, and voice interactions, provide insights, and help improve processes. This role also supports training initiatives and collaborates with operational managers to enhance overall customer service.

Location

This position is for work in Sao Paulo*

Responsibilities
  • Evaluate customer interactions across chat, email, and voice to ensure BPO partners meet performance metrics.
  • Provide actionable feedback to operational managers to improve service quality.
  • Analyze performance trends and suggest process improvements.
  • Support training and development initiatives for BPO teams.
  • Ensure consistent, high-quality service across all customer channels.
  • Use automation and AI tools to increase evaluation efficiency and insight accuracy.
Qualifications
  • Experience in customer service quality assurance, BPO management, or related fields; relevant studies or experience are considered.
  • Familiarity with performance metrics for BPOs and multi-channel service evaluation.
  • Strong writing skills for clear, concise, customer-friendly knowledge base content that follows Superbet’s brand style.
  • Intermediate English (B1+) and experience with CRM tools like Zendesk.
  • Comfortable using AI tools and automation to enhance quality assessment.
  • Analytical, detail-oriented, proactive, and collaborative, with solid problem-solving skills.
About Superbet

Superbet is a global tech and entertainment company delivering technology-driven sports betting and gaming experiences to millions of customers worldwide. Established in 2008 in Romania, the Group operates in over 12 countries with key markets in Romania, Belgium, Poland, Serbia, and Brazil.

Superbet’s growth strategy focuses on expanding across Europe and Latin America while delivering immersive customer experiences and supporting iconic sports clubs and athletes. The company is a member of the International Betting Integrity Association (IBIA) and the European Betting & Gaming Association (EGBA).

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