QUALITY MONITOR

Description

Job Summary: Responsible for evaluating, maintaining, and continuously improving standards of excellence in Contact Center customer service, ensuring interaction quality and agent development. Key Highlights: 1. Enhance standards of excellence in customer service 2. Ensure interaction quality and develop agents 3. Propose strategic improvements to service processes At Ferreira e Chagas Advogados: tradition meets innovation. With over 30 years of history, we are a reference in serving major companies across the financial, retail, construction, and education sectors. We use proprietary procedural intelligence systems that ensure rigorous control of workflows, processes, and data—with a focus on consistent results, legal security, and high-quality client service. Our purpose is clear: transforming high-volume legal practice by combining technical excellence, innovation, and strategic management. JOIN OUR TEAM! What is the objective of your role? Responsible for evaluating, maintaining, and continuously improving standards of excellence in Contact Center customer service, in accordance with criteria established by Ativos. Your primary focus is to ensure interaction quality, develop agents, and propose strategic improvements to service processes. What activities will you perform? a) Monitoring calls and evaluating service quality against criteria established by Ativos; b) Providing feedback to all agents; c) Reporting information about conducted monitoring activities; d) Planning and establishing service verification and control points; e) Proposing improvements to customer service processes; f) Implementing service quality enhancement programs; g) Preparing monthly reports containing assessments of services performed, highlighting operational strengths and weaknesses. What benefits do we offer? Market-competitive salary Full-time schedule, Monday through Friday Benefits: Transportation allowance Meal allowance Health insurance Thank you in advance for your interest in our selection process! Minimum Education Level: High School (Secondary Education) * Transportation allowance * Meal allowance * Medical assistance