Monitoring Team Leader

Description

Job Summary: Lead the monitoring team, ensuring service quality and efficiency through process supervision, team development, and procedure alignment. Key Highlights: 1. Lead and direct the monitoring team 2. Improve processes and develop the team 3. Serve as a technical reference for service quality **Description** Responsible for leading the monitoring team, ensuring that services delivered by employees are consistently monitored, scored, and analyzed. Strategically drive process improvement, team development, alignment of procedures with leaders and other departments, onboarding support for new hires, and assurance of service quality and efficiency. **Detailed Job Description** Lead and direct the monitoring team, ensuring correct application of evaluation criteria and scoring standards for services. Maintain intranet and systems updated with information on processes, procedures, and relevant changes. Align with leaders and teams regarding new procedures or changes to service processes. Supervise monitoring and release of services performed by new hires, ensuring compliance with internal procedures. Track the development and training of new hires, supporting their capability building and operational integration. Participate in cross-departmental meetings to validate communication and integration of improvements and processes. Develop and conduct training sessions, workshops, and refresher courses for monitoring analysts and new employees. Prepare, analyze, and present management reports containing quality, performance, and team development indicators. Identify opportunities for process optimization and propose strategic solutions to enhance operations. Provide continuous feedback and mentoring to Junior, Mid-level, and Senior monitoring analysts. Serve as a technical reference, ensuring quality standards and consistency in evaluations and scoring. Perform other duties of similar nature, complexity level, and responsibility. **Benefits:** * Meal/food allowance of R$35.00/day (including during vacation) * Health and dental insurance (at no cost to employee) * Transportation allowance or fuel subsidy * Gympass * Care Therapy (online psychological counseling) * Discounts at educational institutions * R$200.00 pharmacy assistance Employment Type: Full-time, CLT permanent contract Compensation: R$1,518.00 – R$5,435.05 per month Benefits: * Medical assistance * Dental assistance * Fuel subsidy * Childcare allowance * Free parking * Life insurance * Food allowance * Meal allowance * Transportation allowance Selection Question(s): * Do you have prior experience in monitoring, quality assurance, service auditing, or team leadership? Education: * Currently enrolled in or having interrupted undergraduate studies (Mandatory)