Quality Coordinator

Description

Job Summary: We are seeking a professional to analyze performance indicators, lead process improvement initiatives, and coordinate quality monitoring routines in a dynamic environment. Key Highlights: 1. Opportunity to experience new challenges and take ownership of your career 2. Dynamic environment where talent is recognized and encouraged 3. Contribute to challenging and transformative projects We are looking for talented and passionate people to join our team. Is being challenged daily something that motivates you? If yes, join Mercantil! What we certainly don’t lack here are opportunities to experience new challenges and be the protagonist of your career — all within one of the Best Companies to Work for in Minas Gerais. By joining our company, you’ll have the opportunity to grow in a dynamic environment where your talent is recognized and encouraged. This combination becomes even more perfect if you possess passion, strong communication skills, proactivity, and, of course, a results-oriented mindset. Explore our job openings, find the opportunity that best matches your profile, and become part of a team that values your talent. Don’t miss the chance to transform your career and contribute to challenging and transformative projects. Grow with us! Liked it? Then check out the opportunity we have for you below! So, see below the opportunity we have here: **\#VEMSERMERCANTIL** **Responsibilities and Duties** **Your main challenges will be:** * Monitor and analyze performance indicators (e.g., SLA, TMA, FCR, NPS, rework), identify deviations, and propose corrective actions in collaboration with operational teams. * Lead process improvement initiatives focused on efficiency, standardization, and reduction of errors. * Support automation and digitalization projects by collaborating with technical and operational areas. * Act as a liaison between the quality team and other departments such as technology, risk management, compliance, and customer service. * Coordinate quality monitoring routines, feedback sessions, and training programs focused on team development. * Contribute to alignment with regulatory standards (e.g., BACEN, FEBRABAN) and internal policies. * Support a culture of service excellence and continuous improvement, encouraging best practices and customer focus. * Develop and present managerial quality performance reports. **Requirements and Qualifications** **We are looking for someone with:** * Bachelor’s degree in Administration, Engineering, Economics, Information Systems, or related fields. * Experience in financial institutions, retail, insurance, or healthcare — preferably in customer service, CSC, or operational quality roles. * Experience with operational indicators, improvement projects, and interaction with support areas. * Knowledge of quality indicators (e.g., TMA, SLA, NPS, FCR). * Proficiency in Excel and data visualization tools (e.g., Power BI). * Familiarity with process automation (RPA) and improvement methodologies (PDCA, Lean, Kaizen). * Desired: Basic knowledge of CRM and customer service systems. **You’ll stand out if you have:** * Postgraduate degree in Quality Management, Process Management, or related fields. **Work Location:** Belo Horizonte/MG (Hybrid work model). **Additional Information** **What we offer our employees:** * Meal and food allowance (if preferred, both benefits can be consolidated into a single food card); * Health insurance; * Dental insurance; * Childcare allowance; * Life insurance; * Private pension plan; * Wellhub; * Mercantil Academy of Development; * Profit Sharing Program (PLR); All positions are also open to persons with disabilities (PCDs). We are the best ecosystem for the 50+ demographic. With over 80 years of history, our journey has been marked by constant innovation and expansion of our services — always centered on technology to deliver an outstanding banking experience. After all, our customers are the reason we exist. We are undergoing consistent transformation, driven by innovation, technology, data, and people. With over 9 million customers and a focus on the 50+ demographic, our bank aims to deliver a unique experience for this population. This movement has earned recognition: Mercantil ranks among the Best Companies to Work for in Minas Gerais and stands as the fifth-largest payer of social security benefits in the country. Excellence is also reflected in our consistently high NPS (Net Promoter Score), an indicator measuring customer satisfaction and loyalty. With over 300 service points across nearly 250 cities, the bank consolidates its national presence with proximity and efficiency. Moreover, great ideas always find space here. We believe in the power of diversity and inclusion to transform realities. Therefore, our opportunities are extended to persons with disabilities, Black and Indigenous individuals, LGBTQIAPN+ individuals, people aged 50+, women enrolled in assistance programs addressing domestic violence, and other underrepresented groups. We remain committed to building a fair, representative, and truly inclusive environment with real opportunities for everyone. Join us! If you identify with this, come be part of us: **\#VEMSERMERCANTIL**