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BG Quality Team Lead with Portuguese and English

Quality Assurance
Posted on Monday, April 24, 2023
Our talented Customer Success Team is responsible for all initial touch interaction with our Customers, educating them on our Sporty products and how they can make the Customer journey most rewarding.
We have fostered a healthy, positive and collaborative remote environment for our CS Team and are looking for bright individuals to join them for a rewarding career. We are passionate about caring for our Customers, encouraging excellent communication skills and resolving issues with logical reasoning. We ensure we are up to date with our latest product developments in the Sporty ecosystem so we are able to offer the best experience.
Who We Are
Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform, which serves millions of daily active users across the globe via technology and operations hubs in more than 10 countries and 3 continents.
The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users and attract and retain them with a dynamic and flexible work life, which empowers them to create value and rewards them generously based upon their contribution.
We have already built a capable and proven team of 450+ high achievers from a diverse set of backgrounds and we are looking for more talented individuals to drive further growth and contribute to the innovation, creativity and hard work that currently serves our users further via their grit and innovation.
Aim to ensure that every product or service a company provides meets a certain set of standards which they determine based on customer expectations
Develop documentation detailing company standards which employees are expected to adhere to
Convey communications and policies on behalf of an organization
Adhere to laid down internal policies, procedures, and processes
Responsible for auditing internal and external processes and constantly improve their reliability based on business needs / customer experience
Oversee the Quality Analyst team to ensure Quality is always spot-on
Actively participate in meetings with the teams
Actively identify key areas in need of improvement (concerning Quality and Customer Care)
Perform Omnichannel monitoring and provide trend data to the management team
Provide actionable data to various internal support groups as required
Coordinate and facilitate call calibration sessions for the Customer Care staff
Coordinate and facilitate refreshers for the Customer Care staff through TNI (Training Needs Identification & Analysis)
Provide feedback to the Customer Care Team Leaders and / or managers
Prepare and analyze internal and external Quality reports for management staff review
Give feedback on growth, developmental and key areas to improve the representatives and Quality’s performance
Work collaboratively with the different teams to ensure that we provide an outstanding
Min. 5 years’ experience as a Quality Team Leader / Manager (Green Belt Certification will be an added advantage)
Must be a self-motivator, a self-starter, and dynamic
Fluent in written and spoken Portuguese (fluent in other languages will be an added advantage: French and Spanish)
Fluent in written and spoken English
Excellent communication (verbal and non-verbal), presentation and organizational skills
Excellent logical and analytical reasoning
Excellent problem-solving skills
Excellent audit / analytical and selling skills
Excellent Omnichannel communication monitoring and feedback skills
Excellent Customer Care skills and dedication to providing an exceptional customer experience
Strong knowledge of calibration and the ability to read blueprints
Strong ability to multitask and successfully operate in a fast-paced team environment
Strong ability to quickly adapt to changes and successfully set and adjust priorities as needed by the business
Strong time management skills
Proficiency with precision measuring tools
Proficiency with MS Excel (intermediate with MS Word)
Uses quality monitoring data management systems to compile and track performance at team and individual levels
Must be able to effectively deal with people at all levels inside and outside of the company
A fast learner who can work with set targets
Must be time flexible and able to work in a shift system including public holidays and weekends
· Highly competitive salary;
· Quarterly Bonuses;
· Flexible working hours;
· Flexible working location;
· Additional Health Care;
· Food Vouchers;
· Multisport card at a preferential price;
· Learning and Development Allowance;
· Additional day off for each year spent in the company (up to 5);
· A present for your birthday;
· Team building events;
· Company team building events in selected locations;
· To be a part of a small enough company to allow you to have a big impact and large enough to provide structure and clarity;
· Work along very fresh and bright people;
· Global multi-cultural working environment.
Our Mission
Our mission is to be an everyday entertainment platform for everyone
Our Operating Principles
1. Create Value for Users
2. Act in the Long-Term Interests of Sporty
3. Focus on Product Improvements & Innovation
4. Be Responsible
5. Preserve Integrity & Honesty
6. Respect Confidentiality & Privacy
7. Ensure Stability, Security & Scalability
8. Work Hard with Passion & Pride
Working at Sporty
The top-down mentality at Sporty is high performance based, meaning we trust you to do your job with an emphasis on support to help you achieve, grow and de-block any issues when they're in your way. The emphasis is really on results.
As we are a highly structured and established company, we are able to offer the security and support of a global business with the allure of a startup environment. Sporty is independently managed and financed, meaning we don’t have arbitrary shareholder or VC targets to cater to.
We literally build, spend and make decisions based on the ethos of building THE best platform of its kind. We are truly a tech company to the core and take excellent care of our Team Members.