Quality Analyst (QA)

Description

Job Summary: A professional to define, implement, and evolve quality and governance processes, monitor operational indicators, and lead improvements in customer experience. Key Highlights: 1. Define and evolve quality and governance processes 2. Monitor and analyze operational indicators (KPIs, SLAs, CX) 3. Lead initiatives to improve customer experience **Description and Responsibilities:** **Working Hours:** Business hours **Level:** Professional **Employment Type:** Service Provider \- PJ * Define, implement, and evolve quality and governance processes; * Monitor and analyze operational indicators (KPIs, SLAs, CX); * Conduct quality audits and assessments; * Identify opportunities for continuous improvement and automation; * Manage and prioritize requests (improvement backlog); * Develop executive dashboards for decision-making; * Ensure compliance with standards, policies, and contracts; * Support risk management and internal controls; * Act as the interface between technical teams, business units, and vendors; Lead initiatives to improve customer experience. * **Requirements:** **Mandatory Knowledge** * Define, implement, and evolve quality and governance processes; * Monitor and analyze operational indicators (KPIs, SLAs, CX); * Conduct quality audits and assessments; * Identify opportunities for continuous improvement and automation; * Manage and prioritize requests (improvement backlog); * Develop executive dashboards for decision-making; * Ensure compliance with standards, policies, and contracts; * Support risk management and internal controls; * Act as the interface between technical teams, business units, and vendors; Lead initiatives to improve customer experience; * **Desirable Knowledge** * Experience with public tenders and contracts (Law No. 14\.133/2021 and 8\.666/93\) * Experience as a Product Owner or interfacing with agile teams Experience with customer experience metrics such as NPS * **Benefits:** No benefits provided