Conduct in-depth evaluations of Premium Support interactions in English and French.
Refine quality scorecard frameworks using trends and insights.
Identify service gaps to improve premium guest and host experiences.
Develop reports on trends, performance gaps, and spend adherence.
Design deep-dive projects to drive enhancements in service delivery.
Collaborate with Training and Operations to coach teams.

🎯 Requirements

5+ years in hospitality or premium travel services.
Bilingual English and Portuguese; can evaluate in English and French.
Strong QA, CX strategy, or service training background.
Knowledge of NPS, CSAT, and sentiment analytics.
Proficient with NICE/QC, Asana, Tableau, and Google Suite.
Excellent reporting and stakeholder communication.

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