QA Manager

Quality Assurance Specialist ensuring service standards at Ten. Focused on service excellence and contributing to customer experience initiatives.

Posted 4/28/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

Key responsibilities & impact

Monitor and evaluate monthly calls and requests, ensuring compliance with QA standards.
Prepare reports on results and trends for management and stakeholders.
Organize listening and calibration sessions with internal teams and clients.
Collaborate with Training to design and deliver training programs.
Facilitate coaching sessions and role-plays to improve service quality.
Identify opportunities for continuous improvement and lead cross-functional quality projects.
Contribute to monthly forums with Operations and stakeholders to review trends and propose solutions.
Participate in CX initiatives, providing insights and collaborating on customer journey optimization.
Attend corporate client meetings to share results, highlight opportunities, and propose improvements.

What you’ll need

Bachelor’s degree or equivalent experience.
Previous experience in QA, Customer Service, or similar roles.
Knowledge of satisfaction metrics (CSAT, NPS, CES).
Excellent verbal and written communication skills.
Strong analytical skills and a continuous improvement mindset.
Empathy, emotional intelligence, and tact in relationship management.
Flexibility to adapt to change and work varied schedules.
Proficiency in MS Office, CRM, and digital tools.
Languages: Advanced English (minimum B2), Advanced Portuguese; Spanish desirable.

Comp & perks

Opportunity to specialize in QA and grow into a CX Manager role.
A global, dynamic environment focused on innovation.
Direct impact on member satisfaction and loyalty.
Continuous training and participation in strategic customer experience projects.