Job Summary: A financial services company is seeking a Monitoring Analyst to evaluate and enhance service quality, prepare reports, and deliver feedback. Key Highlights: 1. Monitor voice, chat, and email interactions 2. Evaluate interaction quality based on defined criteria 3. Support continuous process improvement initiatives A financial services company is seeking a Monitoring Analyst in Aracaju. **Responsibilities:** Monitor voice, chat, email, and other channels used by the company. Evaluate interaction quality based on predefined criteria, scripts, and procedures. Prepare quality reports and performance indicators, consolidating results and identifying improvement opportunities. Deliver individual and team feedback to customer service teams, guiding them on adjustments and best practices. Support continuous improvement initiatives for processes and customer experience in collaboration with operations and management teams. Ensure compliance with internal policies, quality standards, service level agreements (SLAs), and customer service protocols. Previous experience as a Control Analyst, Quality Analyst, Data Analyst, or Performance Analyst may indicate alignment with some responsibilities of this role. High school diploma required. Relevant experience required. **Compensation and Benefits:** * Salary: Salary range will be disclosed during the interview. * Benefits will be disclosed during the interview stage. **Additional Information:** * \#UrgentOpening * Employment Type: Full-time, on-site. * Work Schedule: Full-time * Working Hours: To be determined.
João Silva
Indeed · HR
João Silva
Indeed · HR
