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Urgent! Customer service QA Position in São Paulo - LESTARS MANAGEMENT CONSULTANCY

Customer service QA



Job description

Position 2: Customer Service QA Team Leader


Job Responsibilities


Team Management:


Build and lead the QA team, formulate QA plans and performance goals, optimize division of labor and resource allocation


Organize team training regularly to improve members' professional skills (such as legal interpretation and communication skills).


Strategy Development:


Design and iterate the QA scoring system, combine user satisfaction (NPS) and compliance indicators to quantify service quality


Promote the introduction and implementation of automated QA tools (such as AI semantic analysis) to improve efficiency


High-level reporting:


Report the QA results to management and propose systematic improvement plans (such as optimizing customer service scripts and strengthening high-risk scenario training).


Crisis Management:


Lead the review of major complaints or compliance incidents, formulate preventive measures and supervise their implementation


Job Requirements


Education Background: Bachelor degree or above, law, finance, quality management or related majors are preferred


Experience Requirements: 2-5 years of customer service quality management experience, including at least 1 year of team management experience; gaming/financial industry background is a plus


Core competencies:


Proficient in quality management methodology (such as Six Sigma, PDCA cycle)


Familiar with the regulatory framework of the gaming industry (such as ISO 27001 information security standard, GDPR data protection regulations).


Experience in cross-departmental project management, able to coordinate multiple resources to promote change


Leadership: strategic thinking, decisive decision-making, good at motivating teams and cultivating reserve talents


Required Skill Profession

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