Quality Analyst

Description

Job Summary: This position aims to ensure excellence in the telemarketing team's customer service by monitoring interaction quality and promoting the continuous development of operators. Key Highlights: 1. Experience in Call Center or Telemarketing operations. 2. Experience in quality monitoring or customer service auditing. 3. Focus on continuous improvement and people development. **Description and Responsibilities:** **Schedule:** Monday to Friday, with a 1-hour lunch break and a 20-minute rest break **Level:** Operational **Employment Type:** Temporary Job Objective Ensure excellence in customer service delivered by the telemarketing team by monitoring interaction quality, identifying improvement opportunities, providing structured feedback, and contributing to the operators’ continuous development—thereby achieving quality, productivity, customer satisfaction, and compliance with company processes and standards. Main Responsibilities Monitor and evaluate telephone calls, chat interactions, emails, WhatsApp messages, and other customer service channels according to established criteria. Apply quality forms (checklists) to measure operator performance. Prepare evaluation reports and record quality assessments in internal systems. Provide individual and group feedback (feedback sessions), guiding employees on improvement opportunities. Identify trends, operational failures, process deviations, and opportunities for enhancement. Track quality, productivity, and operational performance indicators. Prepare managerial reports containing performance analyses and improvement recommendations. Support the Training and Operations teams in developing employee development plans. Participate in evaluation calibration sessions with leadership to ensure standardized quality criteria. Verify compliance with scripts, internal policies, regulatory standards, and operational procedures. Monitor operator progress following feedback and training. Support internal and external audits related to service quality. Contribute to updating procedures, manuals, workflows, and support materials. Monitor key metrics such as AHT (Average Handling Time), FCR (First Contact Resolution), process adherence, quality index, and customer satisfaction. Collaborate with supervisors, coordinators, and the training team to continuously improve operations. Suggest preventive and corrective actions to reduce operational failures. Ensure confidentiality of information analyzed during evaluations. **Requirements:** Completed or ongoing undergraduate degree in Business Administration, Commercial Management, Management Processes, Human Resources, Quality Management, or related fields. Experience Prior experience in Call Center or Telemarketing operations. Experience in quality monitoring, customer service auditing, or related areas. Knowledge of Call Center operational KPIs. Technical Skills Quality monitoring and evaluation techniques. Microsoft Office Suite tools, especially Excel. Report and indicator development. Customer service and communication techniques. CRM tools and telephony systems. Feedback and people development techniques. Performance indicators (KPIs). Fundamentals of continuous improvement. Knowledge of the General Data Protection Law (LGPD). Strong writing skills for technical evaluation reports. Behavioral Competencies Clear and objective communication. Active listening. Critical thinking and analytical ability. Organization. Attention to detail. Impartiality in evaluations. Ethics and confidentiality. Emotional intelligence. Teamwork. Interpersonal relationship skills. Ability to positively influence others. Time management. Proactivity. Flexibility. Results orientation. Investigative mindset. Proficiency in delivering feedback. **Benefits:** Life Insurance, Meal Allowance, Food Voucher, Transportation Voucher