Quality Assurance Specialist with Portuguese (m/f/d)
City: Lisbon
Department: Customer Service
Recruiter: Pavlina Grancharova
At Flix, we offer a dynamic work environment with competitive pay, strong growth opportunities, and a tech-driven approach to making travel more accessible, sustainable, and affordable.
Join us on this role and drive the Quality Assurance framework for Customer Service by monitoring service interactions, ensuring compliance with Flix standards, and improving overall customer satisfaction. The position combines operational QA ownership, data‑driven analysis, and cross‑functional collaboration to strengthen performance across all service channels with our internal and external stakeholders.
About the Role
- Managing operational QA communication: Acting as the first point of contact for internal and external stakeholders to ensure smooth workflows
- Implementing QA strategy: Driving a scalable, compliance‑ready Quality Assurance framework within Customer Service
- Monitoring interaction quality: Reviewing voice and non‑voice interactions to secure adherence to FlixBus standards and strengthen customer satisfaction
- Developing QA tools: Supporting the creation and rollout of automated tools to measure service quality, language skills, and performance
- Analyzing quality metrics: Deep diving into KPIs, identifying performance impacts, and improving dashboards for maximum transparency
- Driving performance improvements: Setting measures with service quality stakeholders and collaborating with training teams to enhance all CS channels
- Enhancing customer experience KPIs: Supporting improvements in FCR, CSAT, and NPS through data insights and cross‑functional alignment
About You
- Hands‑on background in Quality Assurance or Customer Service, ideally in a similar role
- Portuguese and English fluency is mandatory; Spanish is considered a strong advantage
- High accuracy in reviewing interactions, data, and quality metrics
- Persistent, proactive, and strongly aligned with team goals
- Ability to think outside the box and identify opportunities to optimize QA processes
- Comfort working with cross‑country teams and stakeholders in a global environment
- Capability to analyze data, validate insights, and support transparent KPI reporting
We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply. We want to hear from you!
Hands‑on background in Quality Assurance or Customer Service, ideally in a similar role
Portuguese and English fluency, with Spanish considered a strong advantage
High accuracy in reviewing interactions, data, and quality metrics
Persistent, proactive, and strongly aligned with team goals
Ability to think outside the box and identify opportunities to optimize QA processes
Comfort working with cross‑country teams and stakeholders in a global environment
Capability to analyze data, validate insights, and support transparent KPI reporting
What We Offer
- Travel perks: 12 free Flix vouchers + 12 discount vouchers for friends & family.
- Work from (M)Anywhere: Depending on your role, work from another location for up to 60 days per year.
- Hybrid work model: We are an office-first company, but we offer flexibility to balance work and life.
- Wellbeing support: Access confidential 1:1 counselling, courses, and stress management for yourself and up to four family members.
- Learning & Development: Take advantage of language classes, training courses, and expert-led sessions to grow your skills.
- Mentoring Program: Connect with experienced colleagues to gain insights and accelerate your career.
To view more local benefits specific to each office location, please check out this link: Locations - Flix Career
Why Join Flix?
At Flix, you’ll find teams that rally together to overcome challenges and spark creativity. We believe in ownership culture - giving you the freedom to take initiative, make an impact, and shape your own career path.
As we continue to expand across the globe, you can make a real difference in how we work.
If you’re ready to grow and lead your journey, Flix is the place for you!
