Quality Assurance Coordinator

Quality Assurance Coordinator - Customer Service We’re Futuras Apostas, the company behind Brazino777 Brazil, an officially licensed iGaming platform offering a wide array of online gambling and betting services to millions of satisfied players. As one of the leading online casinos in Brazil, we strive to deliver an exceptional customer experience, focusing on safety, security, and enjoyment. Our player‑first approach requires a talented team to help us maintain and improve the quality of our customer service operations. Benefits Health Plan with national coverage Gym memberships through TotalPass Food vouchers for groceries or restaurants Premium snacks in the office, completely free 2 extra days off per year Hybrid work model – balance of remote and in‑office collaboration About the Opportunity As an integral part of one of the fastest‑growing customer experience operations in LATAM, we seek a Quality Assurance Coordinator to lead and strengthen our internal Quality team. You will guide a developing team, set quality standards, and collaborate with global stakeholders to align regional delivery with international performance goals across BPO in Brazil and internal operations in Lima. Your Main Mission You will be responsible for coordinating and developing the internal Quality team to ensure consistent evaluation processes, clear quality standards, and actionable improvement plans for our BPO in Brazil and internal operation in Lima. Acting as a bridge between the Global Quality function and local Customer Service operations, your mission is to transform insights from quality audits into strategic recommendations that elevate customer experience (CX) and operational performance region‑wide. Defining and implementing quality standards across customer service channels (voice, chat, email, Ombudsman and Reclameaqui) for Brazil and other LATAM operations. Leading, mentoring, and developing the internal Quality Analysts, ensuring calibration, consistency, and continuous learning within the team. Monitoring key quality indicators (QA Score, CSAT, NPS, FCR, AHT) and producing actionable insights to improve service and process compliance. Creating and maintaining evaluation forms and audit frameworks to guarantee objective and measurable quality assessments. Collaborating closely with Operations, Training, and Workforce Management (WFM) to identify performance gaps, design action plans, and follow up on improvement initiatives. Preparing and presenting reports and dashboards summarizing findings, root causes, and progress of quality initiatives for local and global stakeholders. Ensuring process documentation and compliance with company policies, internal guidelines, and regional standards. Participating in regional and global calibration sessions, supporting alignment of evaluation criteria and scoring practices. Promoting a culture of continuous improvement, supporting initiatives in Lean, Six Sigma, or similar methodologies applied to customer service. Reporting and collaborating with the Global Quality Manager in the development and rollout of quality tools, technologies, and procedures. Required skills Proven experience (24 years) in Quality Assurance, Process Improvement, or Customer Experience within a contact center or BPO environment. Previous experience leading or coordinating small teams, with strong mentoring and coaching abilities. Experience in the iGaming sector will be considered a strong plus. Bachelor’s degree or studying in Business Administration, Quality Management, Psychology, Engineering, or related fields. Fluent in Portuguese and English (Advanced) both oral and written. Intermediate Spanish is an advantage for LATAM collaboration. Strong analytical mindset with proficiency in Excel (advanced) and familiarity with Power BI or other data visualization tools. Deep understanding of customer service KPIs (CSAT, NPS, FCR, AHT, QA adherence). Knowledge of QA methodologies, root cause analysis, and continuous improvement frameworks (Lean, Six Sigma). Excellent communication, collaboration, and interpersonal skills for cross‑functional work across countries. Experience with Zendesk omnichannel and Zendesk QA feature platforms will be considered a plus. Availability for occasional domestic and international travel. Seniority level Not Applicable Employment type Full‑time Job function Quality Assurance Industries Entertainment Providers #J-18808-Ljbffr