Quality Assurance Specialist – Portuguese

About the role

Flix is looking for a Quality Assurance Specialist who is fluent in Portuguese to own and evolve the QA framework for its Customer Service function. You will monitor voice and non‑voice interactions, ensure compliance with internal standards, and help raise overall customer satisfaction.

Key responsibilities

• Act as the primary contact for internal and external stakeholders to keep QA processes running smoothly.
• Implement and scale a compliance‑ready QA strategy across all service channels.
• Review and evaluate customer interactions to verify adherence to Flix standards.
• Support the design and rollout of automated tools that measure service quality, language proficiency, and performance.
• Analyze KPIs, identify performance drivers, and improve dashboards for transparent reporting.
• Collaborate with training teams and service quality owners to set improvement measures.
• Contribute to the enhancement of First‑Contact Resolution (FCR), CSAT and NPS through data‑driven insights.

Required profile

• Hands‑on experience in Quality Assurance or Customer Service, preferably in a similar role.
• Fluent in Portuguese and English; Spanish is a strong advantage.
• High accuracy when reviewing interactions and data.
• Proactive, persistent and aligned with team goals.
• Ability to think creatively and optimise QA processes.
• Comfort working with cross‑country teams in a global environment.

Required skills

What we offer

• Travel perks: 12 free Flix vouchers plus 12 discount vouchers for friends & family.
• Dynamic work environment with growth opportunities.