Description: What do you need to have to join us? * Previous experience in quality monitoring in call center environments; * Knowledge of Microsoft Teams, PowerPoint, and Excel; * Analytical profile, with attention to detail and ability to identify patterns in customer service; * Strong verbal and written communication skills to deliver clear and objective feedback; * Proactivity to act in situations requiring improvements; * Organized and results-focused; * Ongoing higher education will be considered a differentiator. Your daily routine on the BP team as a Quality Monitor? * Conduct call monitoring, ensuring the quality of customer service provided; * Provide feedback based on evaluations of monitored calls, promoting continuous development of agents; * Carry out audits and disputes within the monitoring system; * Create and update analysis spreadsheets aimed at managing underperformers; * Deliver targeted training sessions according to client demands; * Identify service patterns, non-conformities, and opportunities for improvement; * Contribute to operational excellence through quality-focused actions. 2511230202461761818