Job Summary: We are seeking an analytical and organized quality monitor to drive continuous process improvement and employee development. Key Highlights: 1. Conducting monitoring and analysis to support employee development. 2. Focusing on improving the end-customer experience. 3. Creating and updating reports to support supervisors. Welcome to the Escalada Project! Are you analytical, organized, and committed to continuous process improvement? Then this is the perfect opportunity for you to grow at Atento! We are looking for a monitor who will operate within the Quality structure, performing real-time monitoring and analysis of operations to foster employee development and improve operational metrics. **Product: Kaizen** Does this resonate with you? Apply now and take the next step in your professional career! **Responsibilities and Duties** * Conduct call monitoring; * Create and update reports providing support for supervisors’ people development activities, track quality and operational metrics; * Identify process-related opportunities to enhance the end-customer experience, proposing suggestions and action plans to achieve objectives; * Calibrate and maintain tools to provide insights for decision-making; * Calibrate and manage client-facing meeting schedules; * Develop studies and presentations to drive results using basic references and statistical data. **Requirements and Qualifications** * Completed high school education; * Minimum 6 months in current position — tenure requirement per NI-002 policy; * **Must be part of the Kaizen customer service team;** * Minimum performance evaluation score of 100% (Good Performance) in Team to Talk; * Analytical; * Dynamic and proactive; * Organized; * Strong interpersonal skills; * Willingness to work onsite. **Additional Information** **Application Deadline: 01/28/2026** **Salary** R$ 2\.171,28 **Work Schedule** 6 days on / 1 day off: 14:40–23:00 6 days on / 1 day off: 15:00–23:20 **Working Hours** 220 hours per month \| 6x1 rotating schedule with Monday or Tuesday off (variable). **Work Model** Onsite **Work Location: Cabula Unit** Hello, welcome to the next stage of your professional career! **** At Atento, we consistently invest in our people’s development and have spent over 20 years creating opportunities — join us and grow together! Here you’ll find all available ESCALADA positions! To register, please ensure you meet all prerequisites requested for the position you wish to apply for; carefully read the job posting. Keep all your personal information updated and complete, especially your educational background registered in Pessoas Online (if updates are needed, access: Service Desk \> Corporate Applications \> Pessoas Online \> Update Registration Process). You may register for only one available position at a time on our portal; our analysts will review all eligibility criteria, and you will receive communications regarding all selection process stages via the portal and your registered email. **Important Eligibility Criteria for Applications:** * **Not currently an intern or apprentice;** * **Team to Talk evaluation score of Good or higher;** * **Minimum required tenure in current role/company, as specified per position** (refer to internal recruitment policy, Escalada manual available on A1\). * **For Infinity employees, ABS score of 15% will be considered in absence of TTT score (in case of disqualification due to score, please contact your leader).** Also check out **Carreira 10 — the podcast that helps you grow professionally**! ##### **\#01: Carreira 10 has arrived.** ##### **\#02: How to prepare for an interview?** ##### **\#03: How to switch departments within Atento?** ##### **\#04: How to prepare for management roles? (Interview with an employee)** ##### **\#05: Do you know how to participate in Escalada processes?** ##### **\#06: Do you know how Escalada transforms our employees’ lives?** ##### **\#07: How to prepare for management roles? (Interview with an employee)** ##### **\#08: What does it take to join the Planning area?** ##### **\#09: You asked, and now you get it! See what’s new and improved in Escalada.** ##### **\#10: Do you know what the Quality area does?** ##### **\#11: Do you know how the Atento Group Career Path works?** ##### **\#12:** **What is the role of Coaching in your development?** **\#13: Getting to know the Global Systems area**
João Silva
Indeed · HR
João Silva
Indeed · HR
