Quality Assurance Coordinator

We believe that curiosity drives innovation, so let’s satisfy your curiosity and introduce ourselves. We’re Futuras Apostas, the company behind Brazino777 Brazil. It’s an officially licensed iGaming platform in Brazil 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 nothing but the best for our customers, focusing on a safe, secure, and enjoyable experience. To achieve that, we use cutting-edge technologies and partner with the industry's top game providers. Our player-first approach means we aim to provide the best possible service to our loyal community, and you might be just the person we need to support us in that endeavor. Does that sound interesting? Then you might be curious about how you fit into the picture. Our team in the sun-soaked São Paulo office is currently seeking an ambitious Senior Quality Assurance Coordinator - Customer Service to join the team full-time. Here are a few reasons for you to join us: To help you take care of your physical and mental health: Health Plan with national coverage Gym memberships through TotalPass To assist you on the day-to-day: Food vouchers to be used for groceries or restaurants. An extensive range of premium snacks in the office, completely free. For your Work-Life balance: 2 extra days off to be used per year. We operate on a hybrid work model, allowing for a balance of remote work and in-office collaboration based on team and project needs. About the Opportunity: As an integral part of one of the fastest-growing customer experience operations in LATAM, we are seeking a Quality Assurance Coordinator to lead and strengthen our internal Quality team. This professional will guide a developing team, set quality standards, and collaborate with global stakeholders to align regional delivery with our international performance goals on our BPO in Brazil and our internal operation in Lima. It’s a position for someone passionate about customer service excellence, people development, and continuous improvement ensuring our support operation consistently meets and exceeds expectations in Brazil and across other LATAM markets. Experience in the iGaming industry is considered a strong advantage. 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 our 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. As a Quality Assurance Coordinator - Customer Service at our company, we expect you to be responsible for the following: 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. From our part, we are ready to provide you with our complete and comprehensive support to cope with this list of tasks successfully. Our Customer Service (CS) & Ombudsman Department is waiting for you to become an indispensable part of it