Are you looking for an opportunity to join an innovative company in the vehicle protection sector? Come transform the market! We are seeking committed professionals who are passionate about providing security and peace of mind to our customers. Join a dedicated team and contribute to strengthening the organization with excellence and dedication! Your responsibilities will include: * Monitoring and preparing operational and quality indicators; * Managing call flows, service queues, average handling time (AHT), waiting time, and adherence to work schedules; redirecting and managing shifts across customer service platforms, and ensuring the proper functioning—alongside IT—of customer service platforms (PBX and WhatsApp); * Monitoring and auditing interactions (calls and chats) to ensure service quality and standardization; and tracking operational deviations in partnership with supervision; * Mapping processes, documenting improvements, and actively participating in the creation, correction, and optimization of procedures, as well as registering organizational and departmental processes within the Quality Department; * Managing process documentation, ensuring it remains organized and up to date; * Conducting process audits based on registered processes; * Developing, delivering, and facilitating training sessions, as well as creating instructional content according to requirements; * Monitoring and handling complaints received via Reclame Aqui, Ombudsman, social media, and internal channels, ensuring proper routing and resolution; * Preparing and analyzing reports using Excel and control tools efficiently; * Maintaining clear and effective communication among company departments. * Keeping the department’s document repository organized and up to date Requirements * Education: Completed or currently pursuing a Bachelor’s degree in Administration, Production Engineering, Quality Management, or related fields. * Prior experience in quality or similar roles. * Experience conducting internal and external audits. * Intermediate to advanced proficiency in Excel and quality management tools; * Ability to deliver training and provide feedback focused on development; * Knowledge of customer service indicators and metrics; * Knowledge of process mapping and improvement; * Familiarity with telephony systems and dialers; * Experience in quality monitoring and process auditing; * Experience managing complaints and channels such as Reclame Aqui, Ombudsman, and social media; * Intermediate to advanced level in process mapping and design; * Practical experience with BPMN notation; * Experience as a process and indicator auditor (ISO audit experience is desirable); * Organizational skills, proactivity, and strong interpersonal communication. Benefits Transportation allowance or fuel allowance Meal voucher Day-off SESC Club membership **Work arrangement:** On-site — 8:00 AM to 5:40 PM, with a 1-hour lunch break CLT employment contract Job type: Full-time, permanent CLT position Compensation: R$3,000.00 per month Benefits: * Meal allowance * Transportation allowance Education: * Currently pursuing or having interrupted a Bachelor’s degree (Mandatory) Experience: * Auditing (Mandatory) * Indicator monitoring (Mandatory) Work location: On-site