other
Posted YesterdaySenior Quality Control Analyst (Customer Service)
at Superapp
BrazilOn-site
Responsibilities
- Oversee quality assurance activities across Customer Engagement operations, including both internal teams and outsourced BPO teams
- Monitor customer interactions across different channels to ensure compliance with internal standards, tone of voice, procedures, and customer experience expectations
- Conduct regular quality reviews, audits, and calibration sessions to maintain consistent evaluation standards
- Analyse QA findings and identify recurring trends, performance gaps, and areas of operational risk
- Work closely with operational leaders and partner teams to improve quality performance and drive accountability
- Support the definition, maintenance, and improvement of QA frameworks, scorecards, and evaluation criteria
- Track and report quality results, providing clear insights and recommendations to stakeholders
- Identify training needs based on QA findings, operational trends, and performance gaps
- Support the creation, review, and continuous improvement of training materials, knowledge content, and learning resources
- Deliver training sessions, refreshers, and coaching initiatives for both BPO and internal teams when required
- Support onboarding and upskilling initiatives by ensuring training content reflects current procedures and customer needs
Requirements
- experience in Quality Assurance within customer service, customer engagement, or contact centre environments
- Senior-level ability to oversee QA routines, interpret performance trends, and influence improvements across teams •
- Experience working with BPO operations and an understanding of outsourced partner governance •
- Experience designing training materials and/or facilitating training sessions
- Intermediate to advanced English proficiency Nice to have •
- Experience with customer service platforms such as Zendesk or similar tools What we offer
Benefits
- Medical / Health Insurance Open Annual Leave
- Everything we do at Super is rooted in doing what is right: for customers, for each other, and for our long-term vision.
Additional details
- We are on a mission to pioneer the world’s next era of play.
- As we grow across Europe and Latin America, we’re building The Playstack - the technology powering the next generation of sports, gaming, and fan experiences.
- Join us, and help make it the most widely used platform in the world! From operations, to marketing, to product, we are looking for talented people who will shape how millions of customers play, watch, and connect every day.
- As a Senior Quality Control Analyst (Customer Service) , you will support and elevate quality standards across Super's Customer Engagement operation in Brazil, overseeing quality performance across both our outsourced BPO partner and internal support channels.
- This is a mixed role combining quality assurance, coaching, and training support — you will identify quality gaps, translate them into practical learning opportunities, and support the development and delivery of training materials and sessions for both internal teams and external partners.
- Help ensure customer service quality standards remain aligned with company expectations, regulatory requirements, and business priorities
- Partner with operations and leadership teams to reinforce key processes, behavioural expectations, and service standards
- Help build a stronger quality culture by connecting QA insights with practical development actions
- Strong analytical skills, with the ability to turn findings into clear actions and recommendations
- Excellent communication and stakeholder management skills