Quality Assurance Specialist | Sao Paulo

Join Ten Group as a Portuguese & English-speaking Quality Assurance Specialist!

Ten Group is a leading luxury hospitality, travel, and lifestyle company. We create bespoke travel journeys, offer world-class accommodations, and provide exclusive lifestyle services. Join us to be part of a team dedicated to delivering unparalleled experiences to our discerning clientele worldwide.

Job Summary: As a Quality Assurance Specialist, you'll be the guardian of our service standards, ensuring our offerings meet the highest quality expectations. Collaborate with our Training, Client Services, and Operations teams to drive continuous improvement and uphold our vision of being the most trusted provider of personalized services globally.

Key Responsibilities:

• Manage QA Processes: Oversee the QA process, ensuring calls and requests are monitored and scored monthly. Document and feedback findings, and create regular QA reports.
• Drive Service Improvements: Coach teams based on QA findings, participate in forums to identify improvement opportunities, and implement solutions. Assess success through targeted audits.
• Collaborate and Train: Work with training teams to align on expectations, deliver practical training, and create coaching materials.

Education/Experience:

• Bachelor’s degree or equivalent combination of education and experience.
• Minimum 3 years working experience for a premium Hospitality, Hotel, Travel or Leisure company.
• Minimum 2 years experience working in a similar role.
• Proficiency in English and Portuguese, both written and spoken.

Knowledge, Skills & Abilities:

• Communication: Confident and persuasive with excellent verbal and written communication skills for effective interaction with clients, management, and business partners. Professional Portuguese and English language skill with at least C1 proficiency based on the Common European Framework of Reference for Languages (CEFR).
• Member Advocacy: Passionate about service delivery standards, demanding excellence on behalf of our members.
• Tactful: Ability to maintain good relations and show consideration for others.
• Discretion: Capable of handling sensitive and confidential matters with care.
• Common Sense: Ability to apply practical understanding to carry out detailed but straightforward instructions.
• Responsibility: Accountable for one’s conduct and performance.
• Independence: Self-motivated with the ability to work independently with minimal supervision.
• Attention to Detail: Keen eye for minute details in projects or tasks.
• Time Management: Efficient in organizing and completing work within given deadlines.
• Project Management: Skilled in organizing and directing projects to completion.
• Multitasking: Ability to handle multiple priorities simultaneously.
• Accuracy: Committed to performing work accurately and thoroughly.
• Computer Proficiency: Advanced skills in MS Office, CRM tools, and internet applications.

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role.

Rewards designed around you:

• A competitive salary depending on experience.
• Hybrid working. You can combine working from home and working from the office. If you don’t live near our office then we are open to fully remote working options too.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.
• Extra Rewards. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten.
• Remote Working Holidays. Possibilities to Travel and Work anywhere in the world!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Genuine career opportunities within a dynamic and international company.

Who We Are:

Ten Life Group is a global luxury concierge service and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.

To find out more about Ten, please watch this short video This is what we do

Commitment to Diversity:

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.

“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”

Thank you for considering a career with us. Don't miss the opportunity to join our team! The application deadline for this position is 31. December 2024. Submit your application before then to be considered for this exciting opportunity. We look forward to reviewing your application!