Quality Intern

Description

Job Summary: Provide support and assistance to users for technical support and troubleshooting of computer-related issues, ensuring service quality and monitoring of key performance indicators. Key Highlights: 1. Technical support and troubleshooting for computer-related issues for users 2. Monitoring and evaluation of the quality of services provided 3. Development and management of training programs for the customer service team Provide support and assistance to users for technical support and troubleshooting of computer-related issues, as stipulated in the contract. **Responsibilities and Duties** + Monitor incoming calls; + Evaluate service interactions via incident tickets (ITSM), telephony, and chat; + Track quality reports to support management and operations; + Assess operator service quality; + Score and mark monitoring forms; + Monitor quality KPIs through regular assessments to maintain service standards; + Identify potential operational issues and guide the team accordingly; + Identify needs for specific or knowledge-leveling training; + Develop, design, deliver, and manage training programs when required; + Monitor employee performance; + Ensure all services are delivered in compliance with defined procedures; + Create content for the "Quality Informa" newsletter; + Support the creation of knowledge documents and updating of the company's knowledge base, ensuring information remains current; + Monitor quality KPIs; + Stay updated on changes to support tools; * · Provide service via the Central Relationship Queue **Requirements and Qualifications** * **Bachelor's degree in IT or currently pursuing one;** * **Knowledge of and/or certification in ITIL;** * **Training in microcomputing.** **Additional Information** Initially remote, but once the team returns to headquarters, the candidate must work on-site. Great to have you visit us virtually! Shall we get to know each other better? For over 35 years, Grupo Lanlink has been building transformative experiences—not only for businesses but also for people’s lives—across all five regions of Brazil. We envision the future with the intention of impacting lives and serving as a safe harbor for innovation. Our workplaces are shaped by our employees, who wear their commitment proudly and collectively build a joyful, collaborative work environment every day. We believe trust is the foundation of our relationships—with our people and our clients—and that it is nurtured through practices such as: hiring and welcoming, inspiring, communicating, listening, thanking, developing, caring, celebrating, and sharing. We are many, we are diverse, \#nossomosLanlink. Now it’s your turn! Let us get to know you too? Join Lanlink today. **HEY, ALL OUR POSITIONS ARE PREFERRED FOR PERSONS WITH DISABILITIES (PCD)!**