Quality Insights Analyst, Premium Support – Portuguese

🌍 Remote, USA 🚀 Full-time 🕐 Posted Recently

Job Description

Conduct in-depth evaluations of Premium Support interactions in English and/or Portuguese (calls, emails, chats and transactions) to ensure strict adherence to premium-tier service standards and spend adherence policies.
Refine and enhance quality scorecard frameworks based on emerging trends and insights to improve personalization, emotional intelligence, and first-contact resolution.
Identify service gaps and areas for improvement, ensuring a seamless, proactive and anticipatory support experience for premium guests and hosts.
Develop comprehensive reports that highlight emerging service trends, performance gaps, spend adherence and opportunities for targeted analysis.
Design, implement and report on deep dive projects that help drive enhancements to service delivery.
Partner with Training, Delivery (Operations), and Business Process Improvement (BPI) teams to provide structured feedback for improvement.
Conduct one-on-one and group coaching sessions in English and/or Portuguese, reinforcing key premium service principles such as white-glove engagement, luxury service recovery, and anticipatory problem-solving.
Collaborate on training materials, premium-tier service guidelines, and best practices, ensuring that Premium Support Ambassadors are equipped with the necessary skills to deliver a world-class customer experience.
Lead and participate in calibration sessions with Partner Quality teams to drive consistent transaction monitoring and service delivery alignment.
Conduct spot checks of Quality Insights Analysts to maintain adherence to quality standards and service excellence.

5+ years of experience in hospitality, five-star resorts, premium travel services, high-net-worth client support, or concierge services.
Bilingual proficiency in English and Portuguese is required.
Extensive background in quality assurance, customer experience strategy, or service training within a premium service environment.
Deep understanding of customer service metrics, including NPS, CSAT, and customer sentiment analytics.
Ability to evaluate service interactions in both English and Portuguese, ensuring consistency in quality and adherence to premium service principles.
Ability to develop business cases, action plans, and data-driven reports to present to stakeholders at all levels.
Objectively analyze performance and provide confidential, constructive feedback, adjusting the approach to different audiences.
Proficiency in quality monitoring tools (NICE/QC), project management tools (Asana), and advanced reporting dashboards (Tableau).
Proficiency in Google Suite (Sheets, Slides, Docs) required.
Strong attention to detail, with a focus on elevating service standards.