Quality Assurance Specialist

Summary

Join Ten Group as a Portuguese and English-speaking Quality Assurance Specialist! As a QA Specialist, you will maintain service standards, ensuring offerings meet high expectations. Collaborate with various teams to drive continuous improvement and uphold the company's vision. Key responsibilities include managing QA processes, driving service improvements, and collaborating with training teams. The role requires a bachelor's degree or equivalent, 3+ years of experience in premium hospitality, and 2+ years in a similar role. Fluency in Portuguese and English is essential. Ten Group offers a competitive salary, hybrid/remote work options, paid time off, paid sabbaticals, and various other employee benefits.

Requirements

• Bachelor’s degree or equivalent combination of education and experience
• Minimum 3 years working experience for a premium Hospitality, Hotel, Travel or Leisure company
• Minimum 2 years experience working in a similar role
• Proficiency in English and Portuguese, both written and spoken
• Confident and persuasive with excellent verbal and written communication skills for effective interaction with clients, management, and business partners
• Professional Portuguese and English language skill with at least C1 proficiency based on the Common European Framework of Reference for Languages (CEFR) proficiency
• Passionate about service delivery standards, demanding excellence on behalf of our members
• Ability to maintain good relations and show consideration for others
• Capable of handling sensitive and confidential matters with care
• Ability to apply practical understanding to carry out detailed but straightforward instructions
• Accountable for one’s conduct and performance
• Self-motivated with the ability to work independently with minimal supervision
• Keen eye for minute details in projects or tasks
• Efficient in organizing and completing work within given deadlines
• Skilled in organizing and directing projects to completion
• Ability to handle multiple priorities simultaneously
• Committed to performing work accurately and thoroughly
• Advanced skills in MS Office, CRM tools, and internet applications

Responsibilities

• Manage QA Processes: Oversee the QA process, ensuring calls and requests are monitored and scored monthly
• Document and feedback findings, and create regular QA reports
• Drive Service Improvements: Coach teams based on QA findings, participate in forums to identify improvement opportunities, and implement solutions
• Assess success through targeted audits
• Collaborate and Train: Work with training teams to align on expectations, deliver practical training, and create coaching materials

Benefits

• A competitive salary depending on experience
• Hybrid working. You can combine working from home and working from the office. If you don’t live near our office then we are open to fully remote working options too
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Extra Rewards. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten
• Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team, with diversity at its core
• Genuine career opportunities within a dynamic and international company