Quality Coordinator

Description

Description: We are looking for 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 areas related to customer service, CSC or operational quality. * 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). * Basic understanding of process automation (RPA) and improvement methodologies (PDCA, Lean, Kaizen). * Desirable: basic knowledge of CRM and customer service systems. 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 challenges will be: * Monitoring and analyzing performance indicators (e.g., SLA, TMA, FCR, NPS, rework), identifying deviations, and proposing corrective actions in collaboration with operational teams. * Leading process improvement initiatives focused on efficiency, standardization, and reduction of errors. * Supporting automation and digitalization projects, collaborating with technical and operational areas. * Acting as the liaison between the quality team and other departments such as technology, risk, compliance, and customer service. * Coordinating quality monitoring routines, feedback sessions, and training programs focused on team development. * Contributing to alignment with regulatory standards (e.g., BACEN, FEBRABAN) and internal policies. * Promoting a culture of service excellence and continuous improvement, encouraging best practices and customer focus. * Preparing and presenting managerial reports on quality performance. 2512310202491571906