Job Summary: This professional will be responsible for delivering training and refresher courses, developing support materials, monitoring calls, and providing feedback to ensure excellence in customer service. Key Highlights: 1. Dynamic and collaborative environment with growth opportunities 2. Values people and diversity, delivering positive impact 3. Opportunity to advance professionally and develop skills **We are much more than a collections company.** -------------------------------------------------- Concilig has built a solid reputation among major Brazilian companies, based on advanced technology and proven effectiveness in service delivery. With a focus on innovation and market demands, we offer customized solutions continuously enhanced to deliver outstanding service. Our goal is to achieve maximum performance across the Customer Journey by integrating all touchpoints between customers and companies. We provide a unique, valuable, and successful omnichannel experience for every brand that partners with us. Everything is now interconnected, supported by cutting-edge technology and top-tier human capital. Concilig: connect experiences, satisfaction, and new possibilities. Prepare yourself for a new level in Customer Experience and Customer Journey. **Concilig\-yourself. Connect the dots, link the results.** **Responsibilities and Duties** * Deliver initial training and refresher courses; * Develop refresher materials as well as operational support materials; * Monitor calls, analyzing procedures and service delivery; * Provide feedback on monitored calls (scores of zero or below average), guiding agents on improvement points, coaching, and correcting them in an influential, polite, and positive manner; * Participate in calibration sessions with operations, leadership, and the contracting client to align information and monitoring criteria; * Input productivity-related data into spreadsheets; * Complete daily reports with monitoring, checklist, and productivity data; * Monitor and follow up on coordinators’ requirements (audits) to ensure compliance with mandatory operational procedures; * Map operational needs and propose action/correction plans to minimize operational difficulties; * Approve portfolios, preparing Quality Guidelines to meet partner requirements; * Conduct motivational campaigns aimed at increasing productivity and/or ensuring compliance with mandatory procedures; * Deliver continuous feedback during the probationary period (1st and 2nd deadlines); * Conduct initial onboarding flow through collective training immediately after integration presentation; * Deliver training based on needs identified during analyses; * Responsible for controlling the WEB mapping flow; * Monitor and track averages, offenders, and disputes arising from external monitoring; * Execute actions within assigned processes/activities to achieve targeted goals/objectives. * Identify opportunities to improve call scripts for scheduling medical exams; * Develop communication repertoire on health topics for agents; **Requirements and Qualifications** * Bachelor’s degree completed or in progress; * Proficiency in PowerPoint and Excel. **Additional Information** **Meal Allowance** **Transportation Allowance** **Health Insurance** **Dental Insurance** **Wellhub (Gympass)** **Birthday Day Off** **Career Development Plan** **Partnerships** At Concilig, we believe that **our role goes beyond delivering results to our clients and partners—it is about transforming lives**. Here, you’ll find a dynamic, collaborative environment full of opportunities to grow, learn, and make a difference. We are one of the largest customer service and BPO companies in the country, recognized for valuing people, promoting diversity, and investing in talent of all ages, backgrounds, and life stories. Our purpose is to create opportunities and generate positive impact—both inside and outside the company. If you’re looking for a place where you can **advance professionally, develop your skills, take pride in your work, and be authentically yourself**, join the Concilig team! Here, your work has voice, purpose, and future.