Role Mission / Vision Ensure excellence in service delivery by evaluating customer interactions, identifying improvement opportunities, and guiding actions that maintain compliance, efficiency, and alignment with global quality standards. Serve as a technical reference for the team, fostering continuous improvement and contributing directly to a positive experience for platform users and partners. Key Responsibilities Evaluate customer interactions (voice, chat, and email) to ensure adherence to established quality criteria. Prepare analytical reports with insights, trends, and actionable recommendations for agents and supervisors. Conduct periodic calibrations with internal teams to ensure scoring consistency. Support coaching initiatives together with the operations leadership, contributing to technical development of frontline teams. Monitor key quality metrics and collaborate on action plans for continuous improvement. Identify optimization opportunities and propose adjustments to processes, workflows, and support content. Requirements C1 English is mandatory (will be tested). Proven experience as a Quality Analyst/Quality Monitor in customer service or BPO operations. Solid understanding of CX best practices, quality metrics, and monitoring tools. Strong analytical, communication, and problem-solving skills. Education High school diploma. Additional Information On-site position located in Vila Prudente, São Paulo. Schedule: 6x1. Salary: R$ 3,282.29. Benefits Meal and food vouchers (R$ 21.12/day). Transportation allowance. Dental and health insurance (after the probation period). University partnerships. Access to SESC for employee and dependents. Life insurance. Free language-learning platform. Free psychological support. Dynamic, inclusive, and collaborative work environment. TotalPass plans.

Número de vagas: 5

Tipo de contrato e Jornada: Efetivo – CLT - Período Integral

Área Profissional: Auxiliar em Qualidade - Qualidade

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