General Information

Location
Porto
Job ID
12866
Job Category
Operations
Language Requirement
English, Portuguese, Spanish

Description & requirements

Description
Are you passionate about delivering excellence and driving performance in a multilingual environment?
We’re looking for a dynamic Quality Lead and Trainer to join our team of contact center specialists. In this role, you’ll play a key part in ensuring top-notch service by leading quality initiatives and training programs in Portuguese, Spanish, and English.
If you have a keen eye for detail, exceptional communication skills, and a drive to inspire others, this is the perfect opportunity to elevate your career!

Key Responsibilities:
  • Design, develop, and deliver comprehensive training programs for new hires and existing employees across Portuguese, Spanish, and English workflows.
  • Evaluate training effectiveness through assessments, continuous performance metrics, and actionable feedback.
  • Monitor and assess quality of work produced by the team to consistently hit and exceed client standards.
  • Analyze quality data and prepare regular reports to provide strategic feedback to operations and management.
  • Ensure high customer satisfaction through proactive, structured, and solution-oriented communication strategies.

Required Qualifications
  • C1 or Native written and spoken proficiency in Portuguese;
  • C1 or Native written and spoken proficiency in Spanish;
  • C1 or Native written and spoken proficiency in English;
  • Previous experience in a Quality Lead, QA Specialist, or Trainer role within a contact center/customer service environment;
  • Proficiency with training software, Learning Management Systems (LMS), and quality management tools;
  • Strong communication and presentation skills across all three required languages;
  • Excellent organizational and time management abilities.

What’s in it for you?
  • Lucrative bonus in addition to your base salary;
  • Access to internal and external training programs to continuously enhance your skills;
  • Autonomous working in a position of high impact and responsibility;
  • An international and friendly work environment in a multinational company.

Please inform your line manager before submitting your application. To make sure this role is a great fit for you, take a moment to check the minimum requirements outlined in the full job description. 

What Life at Transcom is like!
At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future.
Getting recognized for working hard, being a team player and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom.
Here we care and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.