# QA Manager

**Company:** [Ten Group](http://jobs.workable.com/companies/1yKFBpvEggwFGoYUsd3qG4.md)
**Location:** São Paulo, Brazil
**Workplace:** hybrid
**Employment type:** Temporary
**Department:** Customer Experience

[Apply for this job](http://jobs.workable.com/view/889f4f6d-bf46-4e16-a308-fb63c9bc20b4)

## Description

At Ten, we are looking for a **Quality Assurance Specialist** to act as an independent guardian of service standards, ensuring that every interaction with our members meets the highest levels of quality.

This is a **temporary position for 6 months**, designed for someone passionate about service excellence, with strong analytical and coaching skills, who can guarantee consistency in delivery and contribute to continuous improvement.

While the primary focus will be **QA**, we are seeking a profile with strategic vision and qualities aligned with a future **CX Manager** role, participating in initiatives that directly impact the customer experience and the design of the member journey.

### **Key Responsibilities**

-   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.

## Requirements

-   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.

## Benefits

-   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.