Junior Quality Analyst

Description

Job Summary: A professional responsible for overseeing and ensuring compliance with the Quality Policy, monitoring customer service interactions, supporting process reviews, and implementing regulatory requirements. Key Highlights: 1. Supports the implementation of the Quality Policy and process reviews. 2. Conducts sample-based monitoring of customer service interactions and identifies improvement opportunities. 3. Contributes to the implementation of regulatory requirements (ANS). Responsibilities: * Monitor and ensure application of the Quality Policy, delivering periodic training sessions and awareness initiatives for involved teams; * Conduct sample-based monitoring of customer service interactions, documenting evidence, evaluating adherence to established standards, and identifying improvement opportunities; * Support the review, standardization, and continuous improvement of processes, focusing on beneficiary experience and regulatory compliance; * Collect, analyze, and consolidate data related to customer complaints, suggestions, and compliments, contributing to the definition of corrective and preventive actions; * Support the implementation of regulatory requirements set forth by the National Supplementary Health Agency (ANS), with emphasis on Resolution No. 623/2024, particularly aspects related to communication with beneficiaries; * Support the development and delivery of internal training programs focused on best practices in customer service, quality culture, and customer-centricity. Requirements: \* Active listening, clear and assertive communication, empathy, analytical thinking, organization, attention to detail, ethical and impartial conduct, proactivity in suggesting improvements, resilience. * Basic knowledge of quality management, prior experience with customer service monitoring, familiarity with quality monitoring tools and service listening techniques, strong writing skills for report preparation and feedback delivery. **Benefits:** Meal Allowance (BRL 30 per working day), Food Allowance (BRL 411.56 per month), Transportation Allowance, Dental Plan, Medical Plan, Extended Maternity and Paternity Leave, Discounts with partner institutions, and a Day Off. Employment Type: Full-time, CLT (Consolidated Labor Laws) permanent position Compensation: BRL 3\.500,00 \- BRL 3\.700,00 per month Work Location: On-site