QA Specialist in Brazil, Indiana at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a QA Specialist in Brazil.

This role is focused on ensuring excellence in customer service quality through structured monitoring, evaluation, and continuous improvement of support interactions. You will be responsible for assessing customer communications across channels such as calls, emails, and chats, identifying performance gaps, and helping teams improve both consistency and customer satisfaction. Working in a fast-paced, international environment, you will collaborate closely with customer support teams, trainers, and managers to strengthen QA frameworks and drive operational excellence. The position requires a detail-oriented mindset, strong analytical thinking, and a passion for improving customer experience through data-driven insights and structured feedback. You will also play a key role in developing QA processes, coaching alignment, and performance tracking. This is an opportunity to contribute directly to service quality standards within a global, multicultural organization.

• Monitor and evaluate customer service interactions across multiple channels (voice, email, chat) to ensure compliance with quality standards and service expectations.
• Conduct audits, calibrations, and evaluations, providing structured feedback to agents, evaluators, and team leads to improve performance and consistency.
• Identify recurring issues, analyze customer feedback, and generate actionable insights to improve support processes and customer experience.
• Support the development and implementation of QA frameworks, tools, and initiatives to enhance overall service quality.
• Collaborate with operations, training, and leadership teams to ensure alignment on best practices and continuous improvement efforts.
• Prepare QA reports, dashboards, and performance metrics to track quality trends and identify areas for optimization.
• Contribute to coaching, training, and knowledge-sharing initiatives to elevate team capability and service delivery standards.

This position requires at least 1 year of experience in Quality Assurance, customer support evaluation, or call center operations. A background in customer service or BPO environments is highly valued, along with strong analytical and communication skills. Candidates should be comfortable working in a structured QA environment where accuracy, consistency, and attention to detail are essential.

• Strong understanding of customer service operations and quality assurance principles
• Experience evaluating customer interactions across voice and digital channels
• Analytical mindset with ability to identify patterns, trends, and root causes
• Excellent written and verbal communication skills in English (C1/C2 level required)
• Familiarity with QA tools or platforms such as Zendesk QA, Playvox, Scorebuddy, or similar is a plus
• Exposure to AI tools or automation in QA processes is considered an advantage
• Ability to work independently in a remote, fast-paced, multicultural environment

• Fully remote position within LATAM-friendly international environment
• Work with global clients across gaming, e-commerce, and tech industries
• Access to continuous learning and development platforms (including Udemy Business)
• Diverse and inclusive culture with global teams from 80+ countries
• Employee engagement initiatives and internal communities focused on collaboration and wellbeing
• Opportunities to work with innovative QA tools and modern digital support systems
• Structured career growth in a high-performance, international organization