Quality Coordinator

Description

Job Summary: A professional to monitor and analyze performance indicators, lead process improvements, and serve as a liaison between teams to enhance operational quality. Key Highlights: 1. Participation in continuous improvement and process automation projects. 2. Focus on efficiency, standardization, and reduction of errors. 3. Collaboration with various departments to achieve excellence in customer service. Description: We are seeking a candidate with: * A completed undergraduate degree in Administration, Engineering, Economics, Information Systems, or related fields. * Experience in financial institutions, retail, insurance companies, or healthcare—preferably in customer service, Customer Service Centers (CSC), or operational quality roles. * Experience with operational indicators, improvement projects, and interaction with support departments. * 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). * Basic knowledge of CRM systems and customer service platforms is desirable. You will stand out if you have: * A postgraduate degree in Quality Management, Process Management, or related fields. Work Location: Belo Horizonte/MG (hybrid work model). Your main responsibilities will include: * Monitoring and analyzing performance indicators (e.g., SLA, TMA, FCR, NPS, rework), identifying deviations, and proposing corrective actions jointly with operational teams. * Leading process improvement initiatives focused on efficiency, standardization, and error reduction. * Supporting process automation and digitalization projects, collaborating with technical and operational departments. * Acting as a liaison between the quality team and other departments such as technology, risk management, compliance, and customer service. * Coordinating quality monitoring routines, feedback collection, and training programs focused on team development. * Contributing to alignment with regulatory standards (e.g., BACEN, FEBRABAN) and internal policies. * Promoting a culture of customer service excellence and continuous improvement, encouraging best practices and customer focus. * Preparing and presenting managerial reports on quality performance. 2512130202201571906