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FlixBus is seeking a Quality Assurance Specialist to drive the QA framework for Customer Service operations in Lisbon. This role combines operational QA ownership, data-driven analysis, and cross-functional collaboration to strengthen performance across all service channels.
Key responsibilities include:
• Managing operational QA communication as the first point of contact for internal and external stakeholders to ensure smooth workflows
• Implementing and scaling a compliance-ready Quality Assurance framework within Customer Service
• Monitoring and reviewing voice and non-voice customer interactions to ensure adherence to FlixBus standards and strengthen customer satisfaction
• Supporting the creation and rollout of automated tools to measure service quality, language skills, and agent performance
• Analyzing quality metrics and KPIs, identifying performance impacts, and improving dashboards for transparency
• Driving performance improvements by setting measures with service quality stakeholders and collaborating with training teams
• Supporting improvements in First Contact Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) through data insights and cross-functional alignment
You bring hands-on experience in Quality Assurance or Customer Service, ideally in a similar role. Fluency in Portuguese and English is mandatory; Spanish is a strong advantage. You excel at reviewing interactions and data with high accuracy, think proactively about process optimization, and are comfortable working with cross-country teams in a global environment. Strong analytical skills and the ability to validate insights and support transparent KPI reporting are essential.
