QUALITY ASSURANCE SPECIALIST

Quality Assurance Specialist - Your Tasks - Paint the world green- You are the first point of contact for operational QA questions for internal and external stakeholders and secure a smooth communication process and workflow. - You implement the Quality Assurance (QA) strategy that supports growth and compliance readiness within customer service. - You ensure quality standards through constant monitoring of voice and non-voice interactions. - You secure conformity according to FlixBus standards with the goal to strengthening customer satisfaction and efficiency. - You support FlixBus in the creation and implementation of scalable and automated quality assurance tools to measure Voice / Non - voice quality, language skills etc. - You monitor and report on quality metrics, deep dive and identify impacts on the performance of customer service. - You set and introduce measures with internal and external service quality stakeholders to improve overall performance on all customer service channels in conjunction with training and e-learning team. - You assist with analyzing and driving First Contact Resolution (FCR), Customer Satisfaction (CSAT) and NPS improvements. - You provide precious insights to improve quality procedures in conjunction with various stakeholders (i. E Customer Service, Country Organizations). - You secure transparency on major KPIs by gathering and analyzing data. - You improve reports and dashboards to secure maximum transparency for all customer service KPI. - You bring in ideas on how to optimize quality processes and testing toolsYour Profile - Ready to hop on board- You poses a firsthand experience on a similar role. - You speak and write fluently in English and Portuguese, Spanish is a plus- You have an exceptional attention to detail. - You are highly motivated, persistent, proactive and team goals-oriented. - You think outside the box and always look for opportunity to improve and optimize processes. Our Perks - More than just a job- You have an impact. With innovation and smart technology, we are creating the easiest way to travel. We want your ideas and give you autonomy to make them reality. - Flix is flexible. Organize your own schedule with trust-based hours and up to 60 days of working from (m)anywhere. We are an office-first company, and we encourage all employees to come regularly to their local office. - Travelling is our passion. Discover the world with your free Flix rides and bring along your friends and family for half price. - Teamwork makes the dream work. Our FlixTeam has people from over 80 different nations. We work in a multicultural environment where we can challenge and support each other. - We''re not only green in color. Were building for the long term, and that means protecting our planet. We constantly test new green technologies and compensate for the CO2 after all our business travel since 2018. About FlixWe are a global mobility provider with headquarters in Europe and the United States. Since 2013, we have changed the way millions of people have traveled, offering new alternatives for convenient, affordable and eco-friendly travel. Thanks to a unique business model and innovative technology, we have quickly established one of the largest long-distance mobility networks in the world - and our journey has just begun. Flix is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate on the basis of race, color, religion, gender (including pregnancy and gender identity), national, social or ethnic origin, political affiliation, sexual orientation, marital status, disability, age, veteran status, or other legally protected characteristics. All employment decisions are based on business needs, job requirements, competence and merit. The following video shows our amazing success story:**We need your consent to load the YouTube Video service!**:We use a third party service to embed video content that may collect data about your activity. Please review the details and accept the service to watch this video. **More Information****Accept**- powered by Usercentrics Consent Management Platform