Quality Experience Specialist

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We are looking for a Portuguese-speaking Quality Experience Specialist to join our BFI Quality Experience team in the Brazil office.

As a Quality Experience Specialist, your primary focus is building a story which summarizes holistic quality performance; identifying opportunities and suggesting solutions, as well as contributing to set the benchmark for standards we expect to deliver internally to drive a stronger customer experience.

Why we need you

In this role you will mainly be responsible for assessing representatives' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. You will play a key role in helping staff further develop and grow professionally; both individually and as a team.

You will also assist in developing, creating and implementing quality processes and procedures as well as making recommendations for enhancements to training materials as needed to improve the overall customer experience.

• Conduct Internal Quality Experience Audits to ensure the standards set by the Company are adhered to.
• Identify potential regulatory and legal gaps within processes on behalf of the Group.
• Monitor and report quality metrics, deep dive and identify trends/root causes.
• Liaise with Operations and the customer facing departments to implement standard process and to drive customer and performance improvements.
• Recommend, own and drive performance improvement areas.
• Propose improvements and suggestions across the board.
• Provide clear insight into performance drivers and the levers which impact performance.
• Use quality monitoring data management system to compile and track performance at team and individual level.
• Provide workshops and training.
• Participate in calibration sessions to ensure standards are adhered to and process/procedures are applied consistently.
• Assume an active role in post-mortem and improvement meetings from a quality perspective.
• Maintain healthy communication with all project stakeholders.
• Estimate efforts for all phases of the testing cycles.
• Document all activities and keep track of what is actioned.

• Strong knowledge of support related processes and procedures
• Experience with Quality Systems, preferably within a service industry
• Excellent communication and interpersonal skills
• Ability to effectively work as part of a globally based team
• Dedicated, hard-working, self-motivated and able to work with minimal supervision
• Strong writing proficiency and visual design skills
• Strong information technology skills, including good knowledge of MS Office programs
• Flexibility in approach to work and determined
• Highly analytical, with a proven ability to analyze various data sources and identify root causes/drivers of performance
• Bias for action, takes responsibility/ownership and delivers
• Builds lasting and effective relationships focusing on the customer
• Several years of professional experience in customer service, preferably in an operational, analytical or QA role
• Highly developed analytical skills and process understanding to evaluate large amounts of data and identify implications for service delivery
• Collaborative working across multiple sites
• Ability to communicate effectively across a multitude of platforms with team members in the European and Global teams
• Fluency in English and Portuguese

Aside from a generous base salary, we have a benefits and rewards program designed to encourage personal and career development.

At Flutter International we are committed to creating an inclusive environment where our people can be their authentic selves and thrive. We embrace and celebrate diversity, respecting all our uniqueness and differences. If you have accessibility needs, please email us at Your journey with us is focused on ensuring you have what you need to be your best self.

Learn more about Inclusion and Belonging: availability on careers site.

Betfair is a member of the Flutter Entertainment family, a global leader in sports betting, iGaming, and entertainment. We are listed on the FTSE 100 and the NYSE. Our international division includes operations in over 100 global markets and offers sports betting, casino, poker, rummy and lottery, mainly online. We are committed to responsible and sustainable gaming. Our team drives this vision across 28 offices worldwide, with over 8,000 colleagues.