Quality Coordinator

Description

Job Summary: We are seeking a professional to work in the quality area, focused on continuous improvement, indicator analysis, and coordinating actions for service and process excellence. Key Highlights: 1. Opportunity to experience new challenges and take ownership of your career 2. Dynamic environment with recognition and encouragement for talent 3. Focus on continuous improvement and excellence in service We are looking for talented and passionate individuals 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 become 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 have sparkle in your eyes, 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 jointly with operational teams. * Lead process improvement initiatives focused on efficiency, standardization, and reduction of errors. * Support automation and digitalization projects, collaborating with technical and operational areas. * Act as the liaison between the quality team and other departments, such as technology, risk, 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. * Promote 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:** * Completed undergraduate 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 areas. * 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). * Desirable: 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 for Development; * Profit Sharing Program (PLR); All positions are also open to people with disabilities (PCDs). We are the best ecosystem for the 50+ population. With over 80 years of history, our journey has been marked by constant innovation and expansion of 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, the bank aims to deliver a unique experience to this population. This movement has brought recognition: Mercantil ranks among the Best Companies to Work for in Minas Gerais and is the fifth-largest provider of social security benefits in the country. Excellence is also reflected in our consistently high Net Promoter Score (NPS), 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 have space here. We believe in the power of diversity and inclusion to drive real change. Therefore, our opportunities are extended to people with disabilities, Black and Indigenous individuals, LGBTQIAPN+ people, individuals aged 50+, women registered in assistance programs addressing domestic violence, and other marginalized groups. We remain committed to building a fair, representative environment with real opportunities for everyone. Join us! If you identify with this, come join us: **\#VEMSERMERCANTIL**