QUALITY COORDINATOR I

Description

Job Summary: Responsible for planning, coordinating, and monitoring employee training and development to ensure service quality and process standardization. Key Highlights: 1. Leadership in the development and training of sales and after-sales teams 2. Focus on continuous improvement of customer satisfaction and service quality 3. Management and implementation of manufacturer standards and procedures **Job Description:** ---------------------- \- Responsible for planning, coordinating, and monitoring employee training and development; \- Monitor/compile daily customer satisfaction data. \- Register and train sales and after-sales teams on the portal, assigning passwords and permissions according to roles; \- Conduct sample-based monitoring of customer interactions handled by sales and after-sales teams, verifying compliance with quality service steps; \- Perform sample-based analysis of customer feedback from NPS/VOC/GOOGLE RA, assessing both quantity and quality of information; \- Systematically analyze internal satisfaction survey reports (NPS) from the dealership and those from the manufacturer's portal; \- Guide teams on manufacturer-mandated service processes and information recording, as needed; \- Execute initiatives proposed by regional managers, director, and regional manager, and assume full responsibility for their complete implementation; \- Hold meetings whenever necessary to discuss quality indicators and processes. Monthly meetings with management and leadership teams are mandatory. \- Manage manufacturer standards and procedures across both departments; \- Collaborate with the director and store management to ensure target scores and rankings in manufacturer audits and manufacturer programs. \- Monitor service steps and standardization of information and processes per manufacturer requirements; \- Ensure employee attendance at in-person training sessions by providing necessary support; \- Develop action plans to resolve customer dissatisfaction issues and monitor their execution. **Employment Type:** -------------------------- CLT **PwD (Persons with Disabilities):** -------- NOT APPLICABLE **Benefits:** --------------- Semi-annual PPR (Profit Sharing Plan) On-site cafeteria or meal allowance (depending on location) Transportation allowance Health insurance – Unimed Dental insurance – Porto Seguro Life insurance – Saga Insurance Brokerage Saga Support – Psychological Support Program Wellhub – Gym partnership SESC partnership University partnership Discounts on vehicle and product purchases **Work Location:** ---------------------- SAGA PANTANAL COMERCIO DE VEICULOS LTDA **Working Hours:** ------------------------ Monday to Friday and Saturday