Job Summary: This role involves monitoring calls, providing feedback, identifying improvement opportunities, and collaborating with operators to enhance performance. Key Highlights: 1. Monitor calls and conduct call audits, and deliver feedback. 2. Identify opportunities for improvement in customer service interactions. 3. Work side-by-side with agents to improve performance outcomes. **Work Schedule:** Monday to Friday, from 8:00 AM to 6:00 PM **Main Responsibilities:** * Monitor and audit calls, and submit feedback via the system according to the established schedule; * Report to managers any irregularities regarding agent conduct, performance, monitoring, and progress, and align corrective actions; * Identify opportunities for improvement in customer service interactions and report them to the team responsible for operational coordination. * Work side-by-side with agents, delivering feedback and improvement opportunities to achieve desired results. **Requirements:** * Completed high school education * Basic Excel proficiency * Agility and organizational skills * Experience in telemarketing or quality assurance **Benefits:** * Meal Allowance or Food Voucher \- BRL 25.89 per working day (20% deduction applied to the total amount deposited); * Transportation Voucher \- Ideal Card (6% deduction); * Unimed Health Plan (for the primary holder after one year of employment); * Total Pass (Network of partner gyms); * Profit Sharing Program (PPR); * Birthday Day Off; * On-site cafeteria; * Childcare Assistance; * Discounts at partner companies, including: Higher education and postgraduate institutions English courses Guitar lessons Health and beauty services Pilates and functional training classes Dental clinic Psychological counseling Retail stores Restaurants CDL Joinville. If this position resonates with you and you believe you match our profile, don’t hesitate to apply here on the right. We’re excited to learn about your journey — come join Schulze!
João Silva
Indeed · HR
João Silva
Indeed · HR
