Certification Supervisor

Description

Job Summary: We are seeking a professional to manage teams, develop operational policies, monitor productivity metrics, and ensure customer satisfaction in fraud prevention. Key Highlights: 1. Focus on fraud prevention and a fairer society 2. Culture of transparency, flexibility, and initiative 3. Opportunity for professional development and fraud combat Join our **\#WayofBeingWHO!** WHO is a company committed to building a fairer society through **fraud prevention**, ensuring all contracted products and services reach the right people. Indignation toward any and all types of fraudulent processes is embedded in our mindset. Our **\#WayofBeingWHO** fosters **transparency** and **flexibility** — from processes to relationships — and encourages daily **initiative** from our team. Every individual plays an important role in our story. If you seek a place to grow and wish to feel part of the daily fight against fraudsters? **\#JoinWHO!** Key Responsibilities: * Manage the team, supporting development and task management, providing feedback, motivation, and engagement with the company’s purpose; * Develop operational policies and procedures, and monitor area operations and deliverables; * Manage and monitor team performance metrics and productivity, conducting periodic technical alignment sessions; * Ensure execution of the Supervisor’s daily agenda: delivering feedback, conducting monitoring sessions, meeting SLA requirements, implementing motivational actions, developing the team, overseeing operational routines, opening system tickets, and tracking metrics; * Review, monitor, and distribute incoming email requests, assessing pending items, blockers, and delays; * Engage directly with clients whenever necessary to ensure team and client satisfaction; * Check and analyze metrics, monitor team performance, and report results to the Team Leader; * Report activity progress, changes, and improvement actions to the direct manager; * Participate in meetings with leadership and clients as required; * Stay updated on market trends, innovations, needs, and new business opportunities, proposing process improvements, cost reduction, and productivity gains related to the area; * Perform other duties related to this position. **Eligibility Criteria for Internal Candidates:** * Minimum of 4 months as a WHO employee; * No participation in internal processes within the last 3 months; * Justified absences (ABS) in the last 3 months: ≤3%; * Unjustified absences (ABS) in the last 3 months: 0%; * No formal warnings issued in the last 3 months; * No external performance issues or reversals in the last 3 months; * No two or more internal evaluations with zero scores in the last 3 months; * No matured fraud incidents in the last 3 months; * No unjustified rejections in the last 3 months; * No participation in internal processes within the last 3 months; * Submit Solides application confirmation to the People & Culture team. * **To proceed to the next stages, all the above requirements must be met** **Benefits:** * Transportation allowance (or fuel allowance). * Flash Card (flexible for meals and/or food): BRL 31.43 * TotalPass (discounts at gyms and studios for sports activities). * C4Life (services including psychological, financial, social, legal guidance, and PET assistance). * Co-payment health plan Unimed (effective after probation period). * Co-payment pet health plan Pet Guapeco. * Dental plan Odonto Prev (effective after probation period). * Daycare allowance for mothers with children up to 2 years old: BRL 317.49 * Life insurance. * SESC discounts. * Discounts at partner universities for undergraduate and postgraduate programs. * Birthday Off (day off on your birthday) If you’re ready to grow and join this daily fight against fraud — \#JoinWHO! Availability to work afternoon and night shifts.