IT Quality Analyst

Description

Job Summary: We are seeking an IT Quality Analyst to monitor Field Service operations, track performance indicators, audit technical support interactions, and identify process improvement opportunities. Key Highlights: 1. Quality monitoring and auditing of Field Service operations. 2. Monitoring of performance indicators and customer satisfaction. 3. Support in creating and updating processes and action plans. **We have an outstanding opportunity for an IT Quality Analyst \- Joinville \- SC** Positivo S\+ is a technology company focused on innovative solutions across multiple sectors. We seek a team of engaged professionals passionate about making a difference. If you, like us, believe you can make a difference, join our team and grow with us! **Main Responsibilities:** * Monitor quality of Field Service operations; * Track performance indicators (SLA, productivity, quality, and customer satisfaction); * Audit technical support interactions performed onsite; * Identify process improvement opportunities within support services; * Prepare management reports and operational analyses; * Support the creation and updating of processes and procedures; * Collaborate with technical teams to ensure standardization and service quality; * Monitor service tickets and coordinate with internal departments; * Support corrective and preventive action plans; * Participate in operational meetings with customers and internal teams. **Mandatory Requirements:** * Currently enrolled in or graduated from a Bachelor’s degree program in Information Technology, Administration, Engineering, or related fields; * Experience with Field Service technical support operations; * Experience analyzing operational indicators and quality metrics; * Knowledge of SLA and KPI management; * Intermediate/advanced Excel skills; * Experience preparing reports and presentations; * Strong analytical and organizational skills; * Ability to communicate effectively with technical teams and customers. **Preferred Qualifications:** * Knowledge of Power BI; * Experience with ITSM tools; * Experience in IT outsourcing environments; * Certifications related to quality or service management. **Employment Type: CLT \+ Benefits:** * Standard business hours — Monday to Friday, 8:00 AM to 5:00 PM; * Health and dental insurance; * Life insurance; * Meal allowance / Food voucher; * Transportation allowance; * Discount club; * Access to Wellhub (gyms) and Mente Tranquila; * Discounts on Positivo products; * University partnership; * And much more. If you identify with this position and want to grow with Positivo S\+, apply now and join our team! Minimum Education Level: Bachelor’s Degree