Audit and Quality Analyst

Description

Job Summary: Audit and Quality Analyst to work with operational and strategic teams, conducting commercial process audits and ensuring compliance. Key Highlights: 1. Opportunities for professional growth and development 2. An incredible team of people 3. Company highly rated on Google and TripAdvisor **About Top Transfer:** Since 2013, our company has stood out in the Rio de Janeiro transfer and city tour market, offering convenience and excellence in customer experience. With a well-prepared fleet and an internationally experienced team, we guarantee the highest standards of service, safety, and quality across Transfers, Receptive Services, City Tours, Executive or VIP Transportation. We are the highest-rated company in our category on Google and TripAdvisor. Our mission is to connect people with their destinations, delivering unforgettable experiences and beautiful memories. Join this incredible team and grow with Top Transfer! We are seeking an Audit and Quality Analyst to support the company’s operational and strategic teams. Please review the responsibilities and requirements for this role below: **Responsibilities:** * Conduct commercial process audits to ensure operational compliance. * Monitor service completion and ensure efficient handover to relevant teams. * Verify reservation forms in the internal system (Soft). * Update and monitor the service information spreadsheet to ensure data accuracy and timeliness. * Manage pending items—approve, cancel, or modify reservations as needed. * Adjust sales data, including B2B customer contact details and reference numbers. * Verify that all services have been correctly provisioned. * Identify customers registered under incorrect rate categories and make necessary adjustments. * Process payment settlements for reservations when required. * Generate reports for supervisors, highlighting identified issues and implemented solutions. * Resolve reservation issues in real time, ensuring a satisfactory customer experience. * Adjust expense entries in service orders (OS) when necessary. * Provide detailed support and clarification to the team regarding reservations and availability. **Experience Requirements:** * Experience in commercial and operational process audits. * Experience in reservation and rate-related customer service and support within tourism or service industries. * Familiarity with reservation systems and CRM platforms. * Proficiency in reviewing financial data, such as reimbursements and payment settlements. * Ability to extract and present data in BI tools. * Experience resolving operational issues in real time. * Knowledge of B2B rate structures and commercial policies (preferred). **Behavioral Requirements:** * Proactivity * Firmness and assertiveness * Attention to detail * Systemic thinking * Clear and concise communication * Organization and discipline * Analytical and methodical mindset * Discretion and commitment to confidentiality * Curiosity and drive for self-development * Empathy and interpersonal skills * Leadership attitude * Speed and problem-solving ability **Employment Details:** * Work Location: Rio de Janeiro city or Remote * Employment Type: CLT * Salary: R$ 2.000,00 + Weekly Bonuses * Work Schedule: 5X2 — with scheduled days off * Working Hours: 7:00 AM–4:00 PM | 2:30 PM–11:30 PM * Benefits: Transportation Allowance (VT) + Meal Voucher (VR) * Bonus plan based on profitability and operational efficiency targets; * Flexible working hours aligned with remote work format; * Professional growth and development opportunities through training sessions and workshops (corporate university).