* Responsible for planning, executing, and analyzing quality and operational results, as well as providing visibility to the team, management, and internal/external clients regarding area processes. * On-site position **Responsibilities and duties** * Indicator correlation; * Results presentations; * Identifying root causes and implementing corrective actions; * Conducting call monitoring; * Analyzing customer interactions; * Suggesting improvement ideas for operations, quality, and customers; * Holding internal alignment meetings and meetings with clients; * Validating indicators together with external clients; * Experience with agile methodologies; * And other related activities. **Requirements and qualifications** * Solid Excel and PowerPoint skills (Intermediate or Advanced); * Bachelor’s degree currently in progress or completed (Must be listed in your updated Pessoas Online profile); * Power BI and Power Query are a plus; * Experience with agile methodology; * Minimum tenure at company: 9 months (Within eligible job roles and Remuneration Policy NI002); * Employees with any type of movement must consult the movement table in Policy NI-002 and also verify eligible positions; * Eligible positions: Team Leader I and II, Specialist III, Bilingual Specialist II, PL Analyst, Jr Analyst, Monitoring Assistant, Operations Analyst, Operations Assistant. * Time To Talk score will be directly assessed via Gupy’s tool; employees must have their score correctly recorded as 100% (Good or Hi Performance); * Must have easy access to the Madureira/RJ center. **Additional information** **Applications until 12/09/2025** **Salary** R$2,400.00 **Working hours** 9:00 AM – 7:00 PM **Work schedule** 220 hours/month | Shift pattern: 5 days on / 2 days off (weekends off). **Work location: Site:** R. Dona Clara, 118 – Madureira, Rio de Janeiro – RJ, 21310-030, Brazil Hello, welcome to the next step in your professional career! **** At Atento, we consistently invest in our people’s development and have spent over 20 years creating opportunities—join us and grow together! Here you’ll find all available ESCALADA positions. To apply, please ensure you meet all prerequisites requested for the position you wish to apply for; therefore, carefully read the job posting. Keep all your information up-to-date and complete, especially your educational background registered in Pessoas Online (if updates are needed, go to: Service Desk > Corporate Applications > Pessoas Online > Update Registration Process). You may apply for only one available position at a time on our website. Our analysts will review all eligibility criteria, and you will receive communication regarding all stages of the selection process via our portal and your registered email. **Important application criteria:** * **Must not be an intern or apprentice;** * **Time to Talk score must be Good or higher;** * **Must meet minimum required tenure in current role/company as specified per position** (see details in Internal Recruitment Policy, Normatives and ESCALADA Manual available on A1). * **For Infinity employees, ABS score of 15% will be considered in absence of TTT score (in case of disqualification due to score, please contact your leader).** Also check out **Carreira 10 — the podcast that helps you grow professionally!** ##### **#01: Carreira 10 has arrived.** ##### **#02: How to prepare for an interview?** ##### **#03: How to switch departments within Atento?** ##### **#04: How to prepare for managerial positions? (Interview with employee)** ##### **#05: Do you know how to participate in ESCALADA processes?** ##### **#06: Do you know how ESCALADA transforms our employees’ lives?** ##### **#07: How to prepare for a managerial position? (Interview with employee)** ##### **#08: What is required to join the Planning area?** ##### **#09: You asked, and now you get it! See what’s new and improved in ESCALADA.** ##### **#10: Do you know what the Quality area does?** ##### **#11: Do you know how the Atento Group Career Path works?** ##### **#12: What role does coaching play in your development?** **#13: Getting to know the Global Systems area**