**About the Client – Conversys IT Solutions:** Conversys IT Solutions is an integration company operating in Brazil, Latin America, and Europe, dedicated to designing, implementing, and managing Information and Communication Technology (ICT) solutions. "Conversys" derives from "converge," meaning "to move toward the same point or direction." This concept reflects how we orient our current work to create future outcomes. We believe in technology’s transformative power and its potential to solve business challenges for companies of all sizes, anywhere in the world. https://conversys.global/ **QUALITY ANALYST** **Position Summary:** We are seeking a **Quality Analyst** to monitor and evaluate technical support interactions, ensuring operational excellence, compliance with processes, and continuous improvement of the customer experience. The professional will be responsible for monitoring interactions, generating insights, and supporting initiatives that elevate the quality level of delivered services. **Key Responsibilities:** * Monitor technical support interactions (voice, chat, tickets) handled by support teams. * Assess adherence to internal processes, procedures, and policies. * Prepare performance reports, dashboards, and deviation analyses. * Deliver structured feedback to teams and leadership. * Identify opportunities for process improvement and contribute to action plans. * Support the development and updating of checklists, quality criteria, and service standards. * Participate in internal and vendor calibration sessions, where applicable. * Track quality metrics and propose initiatives to improve results. * Collaborate with Operations, Training, and Process teams to ensure consistency in deliverables. **Mandatory Requirements:** * Prior experience in quality monitoring, interaction auditing, or support evaluation. * Basic technical knowledge in **telecom** (internet, voice, networks, equipment, troubleshooting). * Excellent oral and written communication skills. * Language proficiency: * **Portuguese (fluent)** * **Spanish (intermediate – writing and speaking)** * Strong analytical ability and critical thinking to identify deviations and suggest improvements. * Familiarity with Service Desk tools and monitoring platforms. **Desirable Qualifications:** * Prior experience in Service Desk or Support Center operations. * Knowledge of Quality methodologies (NPS, CSAT, QA frameworks). * Familiarity with ITIL. * Proficiency in report and analysis creation using Excel, Power BI, or similar tools. **Behavioral Profile:** * Organized and detail-oriented. * Proactive and results-driven. * Capable of working in a structured and collaborative manner. * Flexible and adaptable to dynamic environments. Minimum Education: Bachelor’s degree