Quality Experience Specialist

Quality Experience Specialist
We are looking for a Portuguese-speaking Quality Experience Specialist to join our BFI Quality Experience team in the Brazil office.
Are you our next star player?
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. As such, you will play a key role in helping staff further develop and grow professionally; both individually and as a team.
Also, you will 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 area.
· 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 a healthy communication with all project stakeholders.
· Estimating efforts for all phases of the testing cycles.
· Document all activities and keep track of what is actioned.
Who we're looking for
·Strong knowledge of Support related process 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. Able to work with minimal supervision
· Considerable 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 cause/drivers of performance
· Bias for action, takes responsibility/ownership and delivers
· Builds lasting and effective relationships which focus on the customer
· Several years of professional experience in customer service, preferably in an operational, analytical or quality assurance (QA) role.
· Highly developed analytical skills and process understanding to evaluate large amounts of data and to 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

Why choose us:
Aside from a generous base salary, we have a fantastic benefits & rewards program that is designed to encourage personal and career development.

Equal opportunities:
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.
We welcome you to let us know whether you have any accessibility needs. All you need to do is email us at Your journey with us is focused on ensuring you have what you need to be your best self.
Learn more about the works we are doing on Inclusion and Belonging here:

The group:
Betfair is a proud member of the Flutter Entertainment family, a global leader in sports betting, iGaming, and entertainment. We're not just another company; we're listed on both the prestigious FTSE 100 index on the London Stock Exchange and the New York Stock Exchange (NYSE). What sets us apart is our world class brands, cutting-edge products, and our International division includes our operations in over 100 global markets and offers sports betting, casino, poker, rummy and lottery, mainly online. What truly defines us is our commitment to ensuring that the excitement of gaming and entertainment is experienced in a responsible and sustainable way. Our remarkable team of over 8,000 colleagues drives this vision, spread across 28 offices worldwide.