**We are much more than a collections company.** -------------------------------------------------- Concilig has built a solid reputation among major Brazilian companies, based on advanced technology and proven effectiveness in service delivery. With a focus on innovation and market demands, we offer customized solutions continuously enhanced to deliver excellence in customer service. Our goal is to achieve peak performance across the Customer Journey by integrating all touchpoints between customers and businesses. We provide a unique, valuable, and successful omnichannel experience for every brand that partners with us. Everything is now interconnected—powered by cutting-edge technology and our best human capital. Concilig: connect experiences, satisfaction, and new possibilities. Prepare yourself for a new level of Customer Experience and Customer Journey. **Connect with Concilig. Link the dots, connect the results.** **Responsibilities and Duties** * Deliver initial training and refresher courses; * Develop refresher materials and operational support materials; * Monitor calls, analyzing procedures and service delivery; * Provide feedback on monitored calls (scores at zero or below average), guiding agents on areas for improvement, coaching, and correcting them in an influential, respectful, and positive manner; * Participate in calibration sessions with operations, leadership, and the contracting client to align information and monitoring criteria; * Enter productivity-related data into spreadsheets; * Complete daily reports with monitoring, scorecard, and productivity data; * Monitor and follow up on coordinators’ requirements (audits) to ensure compliance with mandatory operational procedures; * Map operational needs and propose action/correction plans to minimize operational difficulties; * Approve portfolios by developing Quality Guidelines aimed at meeting partner requirements; * Conduct motivational campaigns to increase productivity and/or ensure compliance with mandatory procedures; * Deliver continuous feedback during the probationary period (1st and 2nd deadlines); * Conduct initial onboarding flow via collective training immediately after integration presentation; * Deliver training based on needs identified during analyses; * Responsible for controlling the WEB mapping flow; * Track averages, underperformers, and disputes related to external monitoring; * Execute actions within assigned processes/activities to achieve targeted goals/objectives. * Identify opportunities to improve appointment-scheduling service scripts; * Develop agents’ communication repertoire on health-related topics; **Requirements and Qualifications** * Completed or currently pursuing a Bachelor’s degree; * Proficiency in PowerPoint and Excel. **Additional Information** **Meal Allowance** **Transportation Allowance** **Health Insurance Plan** **Dental Insurance Plan** **Wellhub (Gympass)** **Birthday Day Off** **Career Development Plan** **Partnership Programs** At Concilig, we believe **our role goes beyond delivering results to our clients and partners—it’s about transforming lives**. Here, you’ll find a dynamic, collaborative environment full of opportunities to grow, learn, and make a difference. We are one of the largest customer service and BPO companies in the country, recognized for valuing people, promoting diversity, and investing in talent of all ages, backgrounds, and life stories. Our purpose is to create opportunities and generate positive impact—both inside and outside the company. If you’re looking for a place where you can **advance professionally, develop your skills, take pride in your work, and be authentically yourself**, join the Concilig team! Here, your work has voice, purpose, and future.